Web Survey Bibliography
Title A Quality Control Approach to Mobile-Phone Surveys: The Experience of TIM
Author Perone, C., Matrundola, G., Soverini, M.
Year 1999
Access date 21.07.2004
Presentation ppt (255k)
Abstract The quality of telephone sample surveys depends on many factors, ranging from the referral population to the particular field under examination, the length of the questionnaire to the type and content of the questions, and from the CATI system to interviewer training as well as from sample design to the various straightening up procedures, etc.
The present contribution deals with the call handling procedures during telephone interviews using the CATI system, developed by Telecom Italia Mobile (TIM) in order to ensure acceptable data quality. For any truly customer-oriented company, survey data of suitable quality constitute an essential prerequisite as well as offering a competitive advantage. This contribution will analyse:
- the contact management procedure defined by TIM to conduct mobile phone interviews supported by CATI;
- the results obtained by a survey realised using a particular/new method. The survey involved three research institutes, which received similar sample lists, same instructions about sample management and field duration, and same questionnaire for the interviews.
The survey results will be analysed in terms of substitution rates, non-response rates, refusal rate, interviewees’ availability, numbers of trials to obtain a contact and others quality indicators.
Access/Direct link Homepage - conference (presentation)
Year of publication1999
Bibliographic typeConferences, workshops, tutorials, presentations
Web survey bibliography - Marketing/business (336)
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