Norstat has a continued focus on quality. In our view, the key factors for achieving high quality are:

Competent interviewers, which we achieve through:

• Adequate training: all interviewers receive a basic training before they do their first interview. We also provide further courses focusing on communication and specialist training to the interviewers who go on to work with other methods than CATI (F2F or recruitment for focus groups).
• Providing thorough and updated handbooks to all interviewers.
• Consistent feedback to the interviewers: all Norstat interviewers receive feedback on the work they are doing with regular intervals.
• Always briefing interviewers with regard to the project at hand.
• Bonus and salary systems designed to reward and keep the best and most experienced interviewers.

Quality control:

• Live audio-visual monitoring of calls
• Written records of all call outcomes
• Recall interviews with F2F respondents
• Cross-table checks

An in-depth description of the quality control systems we use can be downloaded here, and questions are welcome!

Additionally, you can download our answers to ESOMAR’s 26 questions, to help research buyers of online samples, here.