|Quality Assurance Procedures
Quality control of the interviewing process is
maintained by ongoing monitoring and training of the interviewers.
Monitoring is conducted continuously by using two basic procedures.
First, daily, weekly, monthly, and cumulative tallies of completion
rates, refusal rates, completions per hour, and other survey
dispositions are kept on all interviewers. These data are used
to identify and intervene on interviewers who need additional
training in specific areas, such as in introducing or explaining the
importance of the study. Also, aggregate statistics are
compiled and provide an overall measure of performance across
critical dimensions for the interviewing staff as a whole.
Second, nterviews are monitored randomly by
a supervisor, and each interview is scored on a number of
standardized interviewing techniques and recorded on a standardized
evaluation form. These data also are used to provide feedback
to the interviewer to improve the quality of the telephone
interview. In-service training sessions are conducted at least
monthly for all interviewers to address specific problem areas or as
a refresher course on basic interviewing techniques. Prior to
the start up of each new survey, extensive training is conducted to
discuss study specific survey protocols.
Contact the Survey Center
- (401) 874-2830
- FAX (401) 874-5562
Find out more about the Survey Center:
Physical & Operational Characteristics
Interviewer Recruitment and Training
Quality Assurance Procedures
Mail Survey and Expert System Processing Unit