The purpose of the data collection is disclosed to the respondent prior the survey starting or any personal identifiable data is collected. A client-approved script is read out to the respondent detailing.
- Nature/topic of the survey
- Duration of the survey
- Incentives
- Consent for live monitoring by a supervisor
- Consent for recording
We do not collect data that indicates solicitation will follow. Solicitation attempts disguised as surveys or lead generations are also strictly prohibited.
- Respondent’s personally identifiable information is not shared with any client or third party
- If call recording is required, clear consent from respondent is necessary. If consent is not received, survey administration continues without recording
- Clients have the right to access original data collection (eg. audio recordings) only if the data contains no personally identifiable information. All recordings must be reviewed for personally identifiable information before being passed to any client or third party
- Respondent responses are reported in aggregate
Our policy regarding the frequency of calls to the respondent is designed specifically to make sure that respondents are contacted according to their preferences and within our guidelines.
- Respondents are not surveyed more than once every 3 months. Further contact is only made based on the necessity of follow up questions. Follow up calls are made within 30 days from the close of the original study and last a maximum of 10 minutes
- Respondents are called a maximum of twice a day if respondent’s contact time is limited
- A maximum of 3 attempts are made to reach a respondent in the entire field time for each project. If the respondent is still not reached after the 3rd call, they are removed from the targeted sample for that specific project
- B2B surveys are dialled on from 10am to 6pm local time, B2C surveys are dialled on from 10AM to 8PM local time
- New calls are not made on weekends unless respondents have specifically requested to be interviewed and scheduled a time in advance
- Respondents are not contacted on any public/national holiday or any other religious/cultural observation days unless respondent has requested to be interviewed and scheduled a time in advance
- Client-approved scripts/questionnaires are adhered to at all times
- Pressure is not applied to respondents refusing to answer questions
- In the instance that a respondent needs to leave the survey midway, we do not force them to finish. We schedule a convenient time for them to complete the survey at a later date/time
- Incentives are audience specific
- General B2B audiences are given cash or checks. This is preferred by these respondents over other systems of incentives
- Certain audiences such as government employees or higher level executives prefer coupons/vouchers or an option to donate their incentive
- Regardless of what type of incentive respondents accept, delivery of the incentive is complete within 30 days of the interview and is a mandate for all members
