July 2007 NIPO Software 1

Transcription

1 July 2007 NIPO Software 1

2 TNS NIPO (a small history) NIPO was founded in 1945 and is based in Amsterdam. NIPO was acquired by TNS in 1999 and got a new name: TNS NIPO. The total TNS organization counts employees, and is represented in more than 70 countries worldwide. On this moment TNS NIPO is the leading research company in the Netherlands TNS NIPO has got 300 fulltime employees a call center with 60 interviewer seats and over 400 CATI@HOME interviewing people July 2007 NIPO Software 2

3 NIPO Software We started reselling our software from the early 80 s We are an autonomous group within TNS with currently 40 full time employees (and since 2006 a private company with TNS as main stockholder ) We have around 200 clients world-wide with among them: - TNS NIPO (the biggest research firm in the Netherlands) - TNS Honk Kong - TNS Korea - IPSOS Poland - SIFO Research International, Sweden - Synovate Cyprus - Telder Fieldworld - Nikkei Research - CVSC China - The Wire / Incetta UK July 2007 NIPO Software 3

4 NIPO Software Products Data Collection software: Data entry For pen and paper interviews CAPI - Personal interviewing (face to face) CATI - Telephonic interviewing CAWI - Web interviewing Panel - Creating our own access panel Reporting / analysis tools: NIPO Diana - quick tabulation / data manipulation DPS - Online reporting July 2007 NIPO Software 4

5 What is switch mode? Switch mode is a mix up of telephone interviewing (CATI) and web interviewing (CAWI). It usually starts from CATI mode, calling to respondents and works as normal practice. When there is a need, respondents should be asked for the address. An unique survey link would be sent which contains the remaining part of survey to the respondent. Respondent may complete the questions at any time when he/she is available. Impressive cost benefits can be achieved by Switch Mode research. July 2007 NIPO Software 5

6 Workflow of Switch Mode Interviewing Original CATI Mode Interviewer calls to respondent Switch Mode Ask for address of respondent Phone Interviewing (CATI) Send to respondent with unique survey link End of Survey Reached? Make appointment to call again? Accept to self-complete in web mode? Confirm the has been received by respondent [Warm Handoff] (Optional) Survey complete Set appointment with respondent Mark as refusal Self-complete by respondent July 2007 NIPO Software 6

7 CATI Switch Mode Outlook What does it look like? July 2007 NIPO Software 7

8 Branching Question July 2007 NIPO Software 8

9 Ask for respondent July 2007 NIPO Software 9

10 The received by respondents July 2007 NIPO Software 10

11 Question in CATI Mode July 2007 NIPO Software 11

12 Same question in CAWI mode July 2007 NIPO Software 12

13 An example of survey progress statistics Switch Mode: 318 completes (280 CAWI and 38 CATI) in 262 interviewer hours Average number of completed interviews per hour: 1.2 Telephone numbers used: 6,898 Pure CATI: 241 completes in 424 interviewer hours Average number of completed interviews per hour: 0.6 Telephone numbers used: 7,127 July 2007 NIPO Software 13

14 Why Switch Mode? Increase Response Switch Mode is a good instrument to increase the number of successful interviews. When offering the switch from CATI to CAWI only to respondents that refuse to participate by telephone, on average the total response increases by approximately 10%. Reminder can be arranged to delivered to respondents who did not yet reply. July 2007 NIPO Software 14

15 Why Switch Mode? Flexibility Surveys utilise more than one research channel to reach different sub-samples. (Good for low internet penetration rate locations) July 2007 NIPO Software 15

16 Why Switch Mode? Cost Benefits Switch Mode interviewing is also a good means to reduce fieldwork costs. Cost reduction is best achieved by using a hard switch at the beginning of the telephone interview, steering all the respondents to self completion via internet. Research methodologists investigated the quality of the data. In this case they concluded that the CATI and CAWI data was perfectly comparable. July 2007 NIPO Software 16

17 Why Switch Mode? (Con t) Excellent for surveys involving show cards Switch Mode interviewing is a good way to demonstrate testing items to respondents. By sending the link to respondents, the multi-media files can be watched via web browser. The testing items can be a printed Advertisement, a TV-commercial, a brand logo, or even more! Offer your respondent a choice Next to steering the respondent to fill in the questionnaire on-line, it is also possible to offer a soft switch. In this case the respondent can tell how they would like to participate. With a soft switch in B2B surveys, a certain percentage level of the completes can come through CAWI. July 2007 NIPO Software 17

18 Any concern? Fieldwork Progress Issue As the survey has been switched to self-completion, the fieldwork progress mainly depends on the involvement of respondents. The catalyst for this mode is sending reminders to respondents which is a indirect way when compared with follow-up calls from appointments. Question Probing Similar to other CAWI surveys, without any interviewer to probe for more details when the answer is not concrete. the survey with many open end questions. Unaided Options in Questions Similar to other CAWI surveys, treating all the unaided questions as open end mode so that coding process after fieldwork is needed. July 2007 NIPO Software 18

19 Terminology in Switch Mode Dedicated word explanation July 2007 NIPO Software 19

20 Cold Handover & Warm Handover Cold Handover Once the address has been asked, the interviewer types it in the system and hangs the calls at the same time. No confirmation with respondent on successfully receiving but closing greetings has been made. Warm Handover Unlike cold handover, the interviewer waits on the phone line until respondent claims the has been received and the survey link has been tested to work properly. This gives a better perception to respondents since they may ask queries simultaneously. It has been built in to push the response rate of switch mode surveys even more. July 2007 NIPO Software 20