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
Interviewer Quality Control Scheme
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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
Elected ‘user’ - an annual appointment7 / 60
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
Interviewer Quality Control Scheme
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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
Interviewer Quality Control Scheme
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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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Marketing activitiesStacey Charlesworth
Interviewer Quality Control Scheme
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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
Interviewer Quality Control Scheme
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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
Interviewer Quality Control Scheme
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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
Interviewer Quality Control Scheme
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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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IQCS AGM November 2011
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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IQCS AGM November 2011
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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IQCS AGM November 2011
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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IQCS AGM November 2011
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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IQCS AGM November 2011
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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IQCS AGM November 2011
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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IQCS AGM November 2011
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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IQCS AGM November 2011
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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IQCS AGM November 2011
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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IQCS AGM November 2011
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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IQCS AGM November 2011
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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IQCS AGM November 2011
Donations !
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IQCS AGM November 2011
Thank you!
www.mrba.org.uk
The Market Research Benevolent Association
0845 652 0303
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Interviewer Quality Control Scheme
25th Annual General MeetingThank you for coming
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