Founding member of the NY Capital Region AMA chapter American Association for Public Opinion Research Fact Finders' Services Telephone Surveys Focus Groups Executive Interviews Mail Surveys Telephone Surveys General: Fact Finders conducts all interviewing, and functions related to the interviewing, in-house. Interviewing Software: The Fact Finders corporate facility houses 20 CATI (Computer-Aided Telephone Interviewing) stations. The software used is WinCati, a Sawtooth Technologies product. This software fully automates both the survey administration process and the sample management by using a computer-based questionnaire and sample. Sampling: Creation of the sampling frame is a fundamental and crucial endeavor that sets the foundation for the research. Given the large populations that are often involved in our studies, Fact Finders has expertise in constructing random probability samples from total population databases. Data Collection / Interviewing Process: The survey administration process can be summarized as follows: Training. Project training sessions are held so that interviewers understand the purpose of the research and the overall framework of the specific survey research project. The training includes a discussion of procedures, instructions on how to respond to inquiries, and practice interviewing. Supervision. Fact Finders allocates, at a minimum, one supervisor for every eight interviewers. Supervision is continuous for the duration of every project. All supervisors are permanent full- or part-time employees of Fact Finders with expertise in interviewing and management. Interviewer Expertise. Fact Finders conducts tens of thousands of telephone interviews each year. Accordingly, we have a pool of interviewers who are experienced, well-trained, and qualified to deal with approach to special populations and with the questions typically generated in each type of survey project. Fact Finders has established rigorous internal procedures that ensure interviewing is of the highest quality, and that survey responses are recorded accurately, completely and free of errors. Telephone Follow-up Attempts. Fact Finders has developed standard procedures with regards to making a thorough effort to contact the sample of non-respondents. These procedures involve a minimum of five attempts per non-respondent, generally over the course of 3 weeks and, depending on the specific sample, at alternate day and evening times. This pursuit of the non-respondents ensures the highest possible response rate. Sample Management. Reports of sample productivity are generated at the conclusion of each interviewing shift. These reports are used to monitor the sample for call dispositions including callback attempts, disconnects, refusals, and terminations. Any problematic pattern in dispositions prompts a review to determine its source and possible solutions. Avoiding Non-response Bias: Non response bias is a critical issue for member satisfaction research. Non-response can be generated from refusals, no answers, and bad contact information. The key issues in minimizing non-response bias are securing working phone numbers for the highest possible proportion of non-respondents, and minimizing refusals once non-respondents have been contacted. The approach to each of these issues is outlined below. Maximizing Contacts. In addition to the phone numbers obtained through the Gannett Telematch service, Fact Finders uses an electronic phone book and directory assistance to attempt to locate correct phone numbers for each sampled name and/or address. Minimizing Refusals. The following are steps taken to minimize refusals of contacted non-respondents: Use of Experienced Interviewers. Because Fact Finders maintains its own, in-house interviewing staff, we are able to consistently provide the highest quality of interviewing. Our interviewers receive on-going skill development as well as training specific to each project. The following qualities exhibited by our interviewers enhance cooperation among potential respondents: a pleasant, respectful and assured tone of voice, communication of the importance of the research, and willingness to reschedule the interview should the initial contact be at a time that is inconvenient for the respondent. Flexibility of Scheduling. Because Fact Finders maintains its own, in-house interviewing staff available for interviewing between 8 AM and 11 PM EST, we are able to accommodate the potential respondent’s schedule. If the initial telephone contact is made at a time that is not convenient, Fact Finders schedules a callback at a time specified by the respondent. Fact Finders’ CATI system enables interviewers to re-contact potential respondents at the appointed scheduled time. If the callback is not successful in reaching the respondent or in conducting the interview, the contact remains in the callback queue and is called at another time and date. Respondent Satisfaction: Respondent satisfaction with the interview process is a primary goal of all Fact Finders’ data collection efforts. Fact Finders’ efforts to maintain respondent satisfaction include the following: Use of Experienced Researchers. An obvious but critical element in assuring respondent satisfaction is the use of well-qualified interviewers. A respondent approached in a polite and professional manner will rarely be dissatisfied, unless they are made apprehensive or are already disgruntled. Professional Administration of the Survey. Fact Finders internal procedures ensure that interviewing is of the highest quality, specifically that interviewers do not deviate from the questions as written, and that communication is clear and readily understood by the respondents. Consistent and Competent Responses to Questions Posed by Respondents. Fact Finders’ interviewers are well trained in responding to questions concerning the specific survey being conducted, research in general, and the Fact Finders organization. 1-800 Telephone Number. Fact Finders’ maintains a toll-free telephone number (1-800-895-FACT) to accommodate incoming calls from survey participants. This number is answered by a live person between the hours of 8 AM and 9 PM EST. Callers are directed immediately to the appropriate individual in the Fact Finders organization. Database Development Survey responses are gathered into databases by Fact Finders. These databases are thoroughly checked and converted into files as specified and needed by our clients. On request, Fact Finders can provide thorough documentation of the cleaning and editing procedures applied. Reporting Fact Finders report to our clients as they prefer. Fact Finders customarily reports in both electronic and paper versions. If desired, Fact Finders presents the research findings to our clients. www.factfinders.com info@factfinders.com Copyright © 2008 Fact Finders, Incorporated
