INTRODUCTION

Research Interviewer Policy Manual

OPI FD (E) 0400. 29.01.14

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Document Control

Version Number:1Written by:Yuk Ying Lee

Updated by:Yuk Ying LeeApproved by:Kerri Loiselle

Purpose and Scope:The purpose of this handbook is to inform new and current interviewers of the policies and procedures of Opinion Search Inc. It will cover only those policies and procedures which apply to the all Research Interviewers.

OPINION SEARCH INC. RESTRICTED

Proprietary Warning

The information contained herein is proprietary to Opinion Search Inc. and may not be used, reproduced or disclosed to others except as specifically permitted in writing by the originator of the information. The recipient of this information, by its retention and use, agrees to protect the same and the information contained therein from loss, theft or compromise.

Contents1Welcome to Opinion Search Inc., a subsidiary of Harris/Decima!1-31.1Probationary Period1-31.2Role of Research Interviewer1-31.3Health and safety1-32Resources2-42.1Research Interviewer Handbook2-42.2Interviewer Portal2-42.3Who does what2-43Conduct3-53.1Attendance3-53.2Breaks and pauses3-53.3Professionalism3-53.4Scheduling3-64Quality4-64.1Monitoring report4-64.2Additional resources for Quality4-65Productivity5-65.1Calculation of Productivity5-66Conduct & Discipline6-76.1Chronic Misconduct6-76.2Gross Misconduct6-77Rewards7-77.1Incentive Bonus7-87.2Referral Bonus7-88Administrative Information8-88.1Payroll8-88.2ADP8-88.3Direct Deposit8-88.4Termination of Employment8-8

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Welcome to Opinion Search Inc., a subsidiary of Harris/Decima!We provide a full array of quality market research service to our clients that utilize our expertise in data collection, analysis, consulting and reporting. Quality is valued in our fast paced work environment; we choose candidates who are a suitable match with our expectations. This handbook will give you a overview of Research Interviewer position. Welcome to the team!

Probationary PeriodThe probationary period is defined as six months of conditional employment. Informal and ongoing feedback will be provided to you during this assessment process. This period begins on the Employees first day of employment and is designated as a time for both the employee and Opinion Search Inc. to assess the suitability of the employee to the position and the organization in general.

Role of Research InterviewerResearch Interviewers hold the most critical position in Market Research. As a Research Interviewer, you are responsible for contacting the consumers/respondents who are needed for a particular study. You are the person who asks them the questions, and records their answers. The analyzed results are then provided to our clients.

Your skills and your integrity are essential to the vital role that the marketing and opinion research industry plays in our society. Youare the link between products, service providers and consumers. You pass on consumer wants, needs, reactions and expectations. You convey to the respondent the value of their participation and that their opinion matters. Market research can not happen without the key player, you.

Health and safetyYour health and safety is important to us. Please familiarize yourselfwith the Health and Safety guideline set out by the province in which you are employed. In order to maintain a safe and hazard free work environment, here are a few suggestions:

Stay organizedand create a spacious desktop- Give yourself plenty of space for your phone, headset and computer. Be safety conscious- Use a spill-proof container with a straw or lid; accidental spills can damage the PC. Keep the equipments safe.

It is equally important to follow the ergonomic advice for computer work. You will be seated in front of a computer for several hours a day, it is vital that you are seated properly to avoid injuries.

Adjust the height of the chair so that your shoulders are relaxed, your arms are close to your body and your forearms are supported by the armrests.

Place the screen in front of you and position it to be at about arm's length. The top of the screen must be at eye level. Your head must be straight. Adjust the angle of the screen to optimize visual comfort. Those who wear progressive lenses might have to lower the screen.

Place the mouse very close to the keyboard and make sure your hand and forearm are aligned. Use a thin and flat keyboard or reduce the keyboard inclination by lowering the rear legs of the keyboard and add a wrist rest if necessary.

Furniture with adjustable keyboard tray Adjust the height of the armrests so that your shoulders are relaxed, your arms are close to your body and your forearms are supports by the armrests. Adjust the height of the keyboard tray so that the keyboard is slightly below elbow level. The angle formed by your arms should be between 90 and 135 degrees.

Furniture with flat surfaces Lower the armrests (or remove them); the chair must easily slide under the desk. Then, bring your chest as close as possible to the desk and push the keyboard and mouse away from the edge of the table. In this setting, it is better to use a thin and flat keyboard. ResourcesResearch Interviewer HandbookThis handbook provides you with information that is needed to get you ready for your role in Opinion Search Inc.. We encourage you to familiarize yourself with this information prior to your first shift. Please note that it is subject to change at the discretion of Opinion Search Inc.

Interviewer PortalThe Opinion Search website (www.opinionsearch.com) has a link that all current employees can access to submit their availabilities for their schedule, review their file, submit HR tickets, obtain additional resources, etc. When on the Opinion Search home page, click on Crew Log-in to access the log-in page, or bookmark http://crew.opinionsearch.com/crew/login.php

Who does whatTeam Leaders occupy an important role in productivity and efficient operations of the team to which they are assigned. They provide leadership and supervision for the Associate Team Leaders and Research Interviewers. They assign projects and provide interviewers with specific instructions regarding the projects. Furthermore, they are responsible for scheduling the interviewers on their team on a weekly basis.

Associate Team Leaders have an integral function: coaching and motivating the Research Interviewers. They monitor sample and quotas to ensure we are meeting the target set for the project. They are there to help interviewers improve their quality of work and achieve a high productivity rating.

Please let your Team Leader or Associate Team Leader(s) know if you suspect something is wrong with the programming of the study. Any concerns a respondent has expressed about the survey itself, whether it is about the subject matter, the length, structure of the survey or any specific questions/comments should be brought up with your team leader. This information is valuable to the client and will be forwarded accordingly.

If you have any questions about your project, productivity, or schedules, please contact your Team Leader.

Quality Representatives listen to recorded and live calls to ensure that our Quality standards and MRIA rules are upheld by interviewers and to provide any feedback or comment regarding the interviewer to their Team Leader or Associate Team Leader.

If you have any questions about the quality guidelines or the quality evaluation, please contact a Quality Representative.

Human Resources department is responsible for recruitment, selection, training process, disciplinary process and separation of employees. The department is also responsible for administering and monitoring field processes and programs. All members of the Human Resources department are familiar with all policies and procedures for Opinion Search Inc.

If you have any questions about your pay, taxation level, reward programs, etc., please contact a member of the Human Resources department.Conduct Opinion Search Inc. promotes a positive work environment and provides all employees with guidelines as to what is considered acceptable conduct.

AttendanceDue to the flexible, self scheduling we offer to our employee, employees are expected to connect to our software on time for requested shifts that were approved. In order to cancel a scheduled shift you must contact your Team Leader or Associate Team Leaders. All cancellations are recorded in your file which may be review if a valid medical note is provided to the Human Resources department. Please note that all medical notes are subject to verification by Human Resources department.

In situations where Opinion Search Inc. has to cancel shifts, you will be notified by email 12 hours prior to the start of your shift.

Breaks and pausesThe following break allowance depends on number of hours worked, not shifts.

Less than 5 hours One 15 minute break paid

5 hours to 8 hoursOne 30 minute break unpaid & One 15 minute break paid

More than 8 hoursOne 30 minute break unpaid & Two 15 minute breaks paid

Please note that break is not to be taken within the first or last 30 minute of a shift.

All other time spent on pause is unpaid.

ProfessionalismEmployees are expected to be professional and courteous in all business communications and interactions. In addition, employees are expected to be stay focus on the tasks to which they are assigned.

SchedulingOur work week runs from Saturday to Friday. You will begin scheduling for the upcoming week on Monday. Scheduling is done based on productivity, language requirements, skill level, project qualifications and trainings completed, etc.. To see the list of available shift, please log in to the interviewer portal.

The minimum scheduling requirement is 22 hours a week, and 20 hours of weekend hours per month. Any request for vacation must be approved by your Team Leader. In Quebec, all vacation pay request will be submitted to Human Resources department. Quality As a long standing member of the Market Research profession, we adhere to all market research principles. This section will provide you with the basic steps to ensure the data gathered is in good standing with Market Research principles and project specific requirements.

Monitoring reportYou will be monitored and your calls may be recorded as part of our quality control program. You are required to obtain the respondents consent for the call audio taping. Feedback on your performance will be provided on an ongoing basis via interviewer portal, from your Team Leader or a member of the quality team.

You are expected to follow the guidelines set out for Market Research Standard, if you are following the guideline, the Quality Representative will indicate this with a y on the monitoring reports; an x on the monitoring report indicated that improvement need to be made in that category.

New employees are given rookie monitoring reports, generally issued within the probationary period. This is to ensure that guidelines are being followed and that any question or issues the employee may have are addressed as soon as possible.

Additional resources for QualityThere are resources available on the interviewer portal, if you find yourself struggling in any area of the quality guidelines. The purpose of these resources is to provide you with additional information that can help you continue to develop your skills. ProductivityProductivity is highly valued in Opinion Search Inc. We depend on you to perform to the best of your ability. Your Team Leader will contact you if your productivity is an area of concern.

Calculation of ProductivityYour productivity is based on the number of survey you completed per hour in comparison to the overall completion rate for all employees who worked on the same project. This is done for each individual project. Conduct & Discipline Opinion Search Inc. recognizes the responsibility to inform employees of unmet expectations or dissatisfaction in a timely and open manner and where appropriate to provide an opportunity to correct, improve or change behaviour.

Chronic MisconductChronic misconduct is defined as a continuing pattern of less serious but still significant actions or inactions. Opinion Search Inc. subscribes to the principal of progressive discipline in situations that affect the work environment. Our disciplinary process has several different possible warning levels and they are as follows:Level I Warning This is the first level of formal warning, where you have accumulated 10 demerits. You will be notified that your actions are unacceptable and then explained the consequences if such actions continue.Level II Warning This is the final level of warning, where you have accumulated 5 demerits after the issuance of Level I warning. You will be explained that if such actions continue, your employment with Opinion Search Inc. will be terminated for cause.

Warnings are issued electronically, and you will be prompted to accept the next time you log in to the interviewer portal. If you refuse to acknowledge a warning, you will not be permitted to work until you have acknowledged the warning that was issued to you.

The nature, frequency and severity of the infraction(s) may result in one of the above outlined action being taken. All actions will be documented in the employees file to indicate a potential problem. Employees who require corrective action are responsible for taking the matter seriously and actively working to correct their behaviour(s) and/or performance.

Gross MisconductGross misconduct is defined as an action or inaction on the part of an employee which results in consequences which directly put at risk the well being ( physical, psychological, economic) of other employees or the organization as a whole. Employees found to have breached any of our zero tolerance policies below will face disciplinary action up to and including termination of employment without notice. Absenteeism without notice Breach of confidentiality Falsifying data Harassment: sexual, physical and/or verbal Negligence, insubordination, or other unprofessional behaviour, or lack of behaviour, that disturbs our operations Using profanity in any business communication, or otherwise being rude to a respondent Vandalism or theft of propertyRewards Opinion Search Inc. values performance that supports efficient and effective operations and our incentive programs are designed to reflect that. Not only do we reward our employees for their dedication to their work, but we are constantly seeking candidates who have that same commitment to productivity.

Incentive BonusFor select projects, Opinion Search will issue you an Incentive statement which sets out your eligibility for a monetary incentive for your work on the project. The incentives bonuses are earned by achieving a pre-set target given to you at the start of your shift. This target is set on a daily basis and any incentive bonuses earned will appear on your following pay. Referral Bonus All active employees who refer a new employee to Opinion Search Inc. will receive a $50 referral bonus added to their paycheque. The new employee must work a minimum of 200 hours in order for the referral bonus to be issued. You must still be an active employee after the referral has worked the required hours in order to qualify for the referral bonus. Referral of a former employee is not eligible for the referral bonus.

Administrative InformationPayroll

You will be paid every second Thursday. The cut-off for each pay-period is the end of the previous Saturday. As an example using the calendar to the left, all hours worked between Sunday, January 6th and Saturday, January 19th, would be paid out on the following week (pay day) Thursday, January 24th.

ADPPay statements and tax documents are made available in digital format only on http://my.adp.ca. You are sent your log-in information for ADP via email within your probationary period.

Direct DepositOpinion Search Inc. has made direct deposit a mandatory method of payment. You must provide direct deposit information as your pay will be deposited into your bank account.

Termination of EmploymentUpon Termination of employment, a Record of Employment (ROE) will be accessible through Service Canada.

Voluntary We require two weeks written notice should you decide to terminate your employment. Upon termination of employment with Opinion Search Inc., you last pay will continue to be through direct deposit. If you do not request shifts for three consecutive weeks, this will be considered a voluntary termination on your part.

Involuntary Depend on the severity of the offence; termination may be handled with either immediate termination or a series of warnings. Any decision for involuntary termination will be communicated to you within 5 business days. Please note that failure to maintain your contract requirements will constitute for just cause for termination.

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