Interviewer Quality Control Scheme

Interviewer Quality Control Scheme

25th Annual General Meeting

17th November 2011

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Review of the Year

25th Anniversary

Inspections

Working Forums

Marketing

Website Update

Financial Review

MRBA update

Agenda

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Review of the Year

IQCS Council CompositionVacancies

IQCS Activities in 2011

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IQCS CouncilComposition and vacancies


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Current IQCSCouncil structure

2 representative membersMRQSAAQR

8 elected members7 data collection ‘suppliers’ 1 ‘user’ currently vacant

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Current IQCSCouncil for 2011Representing Industry Bodies:

AURA-Vacant MRQSA - Penny Steele AQR - Liz Sykes

Elected ‘suppliers’:Jenny LyonsNatalie EdwardsVolker BalkJackie MegaheyJeremy MayChris SmithJackie MoldStacey Charlesworth

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IQCS CouncilFor 2012Elected ‘suppliers’ rotation system

One position to be filled: Due to Council’s rotation Jeremy May and Chris Smith

are standing down but are once again standing for re-election

Natalie Edwards is stepping down after 3 years due to work commitments

Nominations to Gill Wareing by Friday 25th November Forms are available tonight and on the website If more than two nominations there will be an election

via email and votes will be required to be in by Friday 9th December

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Other members of the team

Administrator: Gill Wareing

Inspectors:Gaynor Montague Sue Curtis

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IQCS Council for 2011

IQCS Council is represented on the following industry bodies:

MRQSA Council- 2 Council Members

BSI Technical Committee -2 Council members

MRS Company Partner Service Advisory Board

AQR

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IQCS Activities in 2011


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IQCS Council activities in 2011 Information and support to members

Working forums/meetingsNew Year’s PartyIQCS.orgE NewslettersTwitterFacebook

Information and support for the industry per seAdvisory visits IQCS related information available on the webWe held 2 workshops this year . In June Barry Ryan,

MRS ran a Data Security Workshop .Plus today’s presentation organised by Chris Merrington of Spring 80:20 will be available on our website shortly

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IQCS Council activities in 2011

Continued dialogue with members and the industry on how we continue to evolve

A huge thanks to Council members:

Gfk NOP for hosting the annual AGM for the last 5 years

Ronin Corporation, Kantar Operations and Ugam Research Solutions for letting us use their meeting rooms for Council meetings and forums throughout the last couple of years

Ronin and in particular Paul Sweeney for all the hard, unpaid work on the IQCS website

Most importantly we have continued to provide inspection services to existing long standingmembers and encouragingly new members

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Communications and Working ForumsNatalie Edwards


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Working Forums

Working Forums

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Review of the Working Forum – ‘Data Security’16th June 2011 By Barry Ryan from the Market Research Society

Latest legislation and guidance for member companies, and answering your questions– informative session updating members on key legal issues and how to deal

with them in the market research environment – key area for market research professionals and our industry

Informal discussion and opportunity to ask questions Well attended

– encouraged those involved in data handling respondent data, from the researcher receiving the client sample to DP or a Coder processing the data.

– 2 guest plus a data handler so a wider and more mixed audience opportunity for networking

Topics covered:– Role of data controller and data processor– Respondent permissions– Data storage, encryption, protection and destruction

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Today’s Working Forum – ‘Negotiation Skills’Chris Merrington – Spring 80:20 17th November 2011

A key area for anyone working in market research whether client facing (internally or externally), working within project management or dealing with teams of people.

Objectives:– increase confidence in dealing with negotiation situations – be able to apply learning to your own situation - for example dealing with

internal and external clients, suppliers, teams and other Ops departments. – get more out of your team– work more effectively with your key contacts

Topics covered:– improving profitability and client relationships– handling scope creep – costs/benefits of over-servicing

Interactive sections and opportunity to discuss the topic with others from across the industry

We hope you found this forum informative and interesting Thank you to all members who attended the forum and we hope that

you found the session useful Feedback and ideas for future topics to [email protected]

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mailto:[email protected]

Marketing activitiesStacey Charlesworth


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Marketing/PRactivities Marketing and industry presence in 2011

WebsiteAdvisory VisitsA marketing sub committee of 4 Council

members was formedMarketing presence at industry events and

publications (e.g. Insight Show, BIG, and MRS Conference)

Identification of marketing targets A list of potential members was generated then all

Council reviewed this to see if there were any personal contacts and if so that Council member contacted them directly to sell our services! This proved very beneficial and resulted in 2 new inspected members and 3 advisory visits

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Marketing in 2011

Two marketing letters were designed – one for potential user companies/ ISO companies and one for potential inspected member companies

These letters were sent out to some 40 prospective companies throughout the year

They were sent to the relevant person in each company and this ranged from MD/ Research Director/ Filed director depending on size and operational structure

These were followed up by a personal call by a Council member if known personally but the majority were called by our Administrator Gill.In the last week 2 companies have expressed an interest in membership

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Marketing in 2011

This is still very much work in progress and there are still more companies to approach

When the new AQR directory /Research Buyer’s Guides are produced in early 2012 these will be cross referenced to see if there are any new companies to call

2011 has been a hard financial year for a lot of companies and so encouraging new membership is a difficult task in this economic climate

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Website Update Volker Balk


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IQCS’s 25th Anniversary

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25 years of the IQCS

Formed in 1986 in response to the general view in the UK that it was imperative that fieldwork standards needed to be improved and regulated

Our origins were the Interviewer Card Scheme –ICS which had been founded in the 1970’s

Since then it has grown into the internationally recognised standard it is today

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25 years of the IQCS

The team back in 1987 Gill Wareing – Administrator Anne Rigg Janet Weitz Janet Pottinger Joan Pernet Lesley Hill Gillian Russell Ivor Stocker Michael Brooks

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25 years of the IQCS How standards have evolved

1990 accreditation to the scheme was changed to all types of research a company undertook

Certificates were introduced in 1990 With the dramatic growth of telephone

research standards were extended in 1993 1994 Mystery shopping guidelines were

developed by IQCS and industry practitioners In 1994 under the Chairmanship of Ros

Morgan the standards were redrafted into a much more concise and user friendly document

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25 years of the IQCS 1998 IQCS Council collaborated with MRQSA

which aimed to set out a full set of minimum standards for full service agencies

Our Fieldwork standards were accepted as the fieldwork guidelines for this standard

This evolved into BS7911 British Fieldwork Standard for Market Research

April 2006 in the international arena ISO 20252 replaced BS7911 with the IQCS Standards still firmly embedded in it’s fieldwork section

An achievement and recognition of which Council past and present are very proud to be part off

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25 years of the IQCS Key Figures in our Inspection team

Daphne Eatwell Tilly Dancy Daphne Steggals- longest standing at 22 years

Currently- Gaynor Montague/ Sue Curtis

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25 years of the IQCS Past Chairman

1986 – 1989 John Hanvey 1989 – 1992 Janet Weitz 1992 - 1994 Lesley Hill 1994 - 1997 Ros Morgan 1998 - 2001 Claire Harris 2002 - 2011 Penny Steele

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IQCS Inspections in 2011


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The Inspection process in 2011 June Inspectors briefed in depth with additional areas

to look at- Applications invited- One application form for all methodologies

Summer/Autumn Inspections conducted After our newly appointed Inspector ,Sue Curtis

underwent vigorous training and has shadowed the team on a number of inspections last summer. She is now conducting Inspections on her own and I know a few of our inspected member companies will have already met her

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The Inspection process in 2011Autumn/WinterJudging Panel meets at least twice

Three Council members review anonymous reportsEndorse or query Inspectors’ recommendationsQueries are kept to one side, to be discussed with full

inspection team

Inspectors debriefed

Feedback to Council / further decisions made

Feedback to members via the actual inspection reports and letter

Inspectors receive an annual appraisal in December each year

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Inspection results(For 2012 membership) Current Potential Membership

= 39 Versus 39 in 2011

23 IQCS inspection forms received (5 new applicants)

12 Inspections conducted to date

All companies have passed

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Inspection results(For 2012 membership)

11 inspections still to be conducted

5 advisory visits conducted this year

User Member Category continues to remain empty

IQCS user members are companies who do not have their own in-house data-collection, but commit to use providers who are IQCS accredited (and are inspected to verify this). Please let us know if you have any nominations

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Inspection results(For 2012 membership)

Currently 14 passed hold IQCS membership via their ISO 20252 accreditation

ISO companies will be asked to renew membership by 31st December 2011

The IQCS certificate which we issue and our website will clearly indicate if the member company has undertaken an IQCS inspection

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Membership breakdown

2012 2011

Fieldwork ‘Suppliers’ 23 25

Fieldwork ‘Users’ 0 0

ISO 20252 Members 16 14

Total 39 39

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Issues arising from 2011 Inspections References –endeavour to respond to member

companies ASAP pleaseThis is proving a really big problem for some of our small to medium sized members

One underlying theme that has started to come through this year is that due to the decline in data collection for some companies due to the economic climate this has had an effect on standards. Likewise we have seen a marked effect that redundancies has had on continuity of standards. 2011 has been a difficult year for some companies who are committed to producing quality fieldwork

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2011 InspectionsEvaluations

To date we have 9 out of 12 questionnairesreturned which is a 75% response rate ,so betterthan last year which was 68%

Feedback from the inspections was again extremely positive and companies continue to appreciate the Inspector’s extensive industry experience.

Inspectors continue to be a very valuable source of information and suggestions

Many feel that the annual inspection is a good thing as it focuses the whole team to ensure standards are continually met

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2011 InspectionsEvaluationsInspector Performance Ratings

98% satisfaction overall from the evaluation reports received to date for both inspectorsExactly the same level of satisfaction this year as last-so well done to Gaynor and Sue!

Across the following categories :As an IQCS AmbassadorUnderstanding of StandardsEnthusiasmThoroughnessAccuracyUnderstanding of the individual Company

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Feedbackabout the Inspectors

“A very good, more in depth Inspection than last year” “A very nice lady , listened to our concerns” “The annual inspection is a good thing, it really keeps us

on our toes” “She was very professional in her approach and was very

thorough” “Very thorough ,as it was last year”

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IQCS Inspections in 2011

With IQCS inspections having been conducted thisyear, indications are that the requirement for IQCS inspections still remains

It has been very encouraging that we have received at least five new applications this year

They all requested our help via advisory visits prior to their inspections

It has been a hard year for some companies with at least one closure and a few mergers

We will establish 2012 inspection intentions in early June next year

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Financial ReportJeremy May


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Financial Statements ending 30th April 2011

• Our accountants Tudor John compiled and verified our

financial statements in accordance with the Companies Act 2006

• A copy of the financial statements were sent via e-mail to all IQCS members companies

• 2010/2011 financial year saw a deficit of (£2,956)

• Leaving a total of £16,615 in Member’s Funds

• Our solicitors are DMH Stallard

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IQCS AGM November 2011

A (less) well kept secret ?

Pat Molloy17th November 2011

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The MRBA

Market Research Benevolent Association The market research industry’s charity Founded in 1977

Provides financial relief and assistance For people who have fallen on hard times

sick, bereaved, injured or afflicted by other misfortunes

who are/have been engaged in market research or related activities

support to their immediate families and dependents

An independent charity Funded by donations from across the MR world

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What we’ve been told previously

Needs to make itself much better known Least familiar to people in fieldwork-related roles Uncertainty and misperceptions about what it can

do and for whom Reluctance to ask for help

pride, embarrassment, confidentiality, uncertainty Requirement for MRBA to offer advice as well as

financial assistance Most people willing to donate - many have not

been asked

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Relief and assistance

Grants and interest free loans Have assisted in other ways, including help with:

recuperative breaks, wheel chairs, stair lifts, home dialysis machine, Xmas boxes

Mentoring and friendship: help to get back to work; offering advice; staying in

touch Has helped hundreds of people over the last 30 years Allocated over £500,000 in grants during first 25 years Plus around 10 – 15 interest free loans at any one time

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Relief and assistance – The NABS Helpline

With support from NABS (the marketing communications industry’s support and information service), this Helpline represents an important expansion of the services provided by the MRBA

Who is it for? Anyone who is working or has worked in market research

What help can you get? Confidential advice, information and financial support (with financial

needs subject to assessment) What kinds of professional advice?

On redundancy, contracts, HR, financial and legal problems, with referral to specialist social support services where needed

For what kinds of personal issues and problems? Debt, bullying, bereavement, illness, stress and other personal

issues.

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Dispelling the myths

Neither part of nor responsible to MRS

Don’t have to be an MRS Member to benefit

Don’t have to be in dire straights

Can have worked in MR research in any capacity

Can help immediate family & dependents

No one else will know – discreet and confidential

Advice and support can also be given

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MRBA Structure and process

Management Committee Ian Brace (Chair) Marian Stringer (Nat. Cases Manager) & Mary Williams (Assistant) Linda Henshall Justin Gutmann Margery Hancock Sue Robson Nick Palmer Claire Harris Pat Molloy Danielle Scott (Secretary / Treasurer) Regional Welfare Officers

Applicants normally to have worked in MR for at least two years Applications assessed by Welfare Officers & Cases Manager Then discussed by management committee Confidentiality and anonymity at all times

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Impact

“I can’t tell you how much it means to know someone out there actually cares.”

“I was so grateful and relieved. All I wanted to do was to give Marian the biggest hug in the world! She was just wonderful – a real treasure! The funds arrived quickly – it all just happened. I was very impressed.”

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Spreading the word- fund raising activities

Sponsorship Auctions Competitions Raffles and prize draws Fundraising events (e.g. Abseil etc.) Donations Dividends and interest Membership

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Friends and Patrons CampaignWe have 4 different categories:

Individual friends (min £25/yr - price of a latte per month)Lifetime friends (min £250 one off)Corporate patrons (min £500 per year) Corporate friends (min £100 per year)

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Friends and Patrons CampaignResearch NetworkCentaur (Insight Show)GfKKantar OperationsNew Fieldwork CompanyResearch ClubIpsos-MORIBDRC ContinentalCobalt SkyHall & PartnersMillward BrownNetwork Research & MarketingTNS/BMRB/RIICGMarketing Sciences Charterhouse ResearchJigsaw ResearchIlluminas

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Spreading the word- further publicity

Leaflet and Card

Information about the MRBA and Helpline service Tel number: 0845 652 0303 Website: www.mrba.org.uk Email address: [email protected]

Information sheet (ideal to send with IID cards) Advertising Presence at conferences and other industry events Website links Helping Hand What else ? Ideas and support welcome and encouraged!

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Donations !

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Thank you!

www.mrba.org.uk

The Market Research Benevolent Association

0845 652 0303

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25th Annual General MeetingThank you for coming

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Documents

Interviewer Quality Control Scheme