Quality
RONIN has made a significant commitment to quality, covering processes for interviewer training and briefing, monitoring and quality assurance. RONIN is a member of the IQCS and interviewer quality is audited annually by independent auditors who have been working in the industry for decades. RONIN was the second company worldwide to be certified by ISO 20252:2006 in addition to ISO9001:2000. ISO20252 sets a common quality standard for market research globally. RONIN strictly adheres to CASRO, MRS and ESOMAR standards and global privacy laws.
RONIN Corporation is a member company of the following:
We abide by the codes of conduct of:
Training
All new interviewers receive full IQCS (Interviewer Quality Control Scheme) training of two days, which includes an introduction to Market Research, interviewing techniques, social and business classification, use of the CATI (Computer Assisted Telephone Interviewing), and the Market Research Society Code of Conduct.
Interviewers with confirmed previous experience may be offered to join a half-day training session (4.5 hours), which covers procedures at RONIN and includes use of the CATI system. All training is conducted in English and all foreign language interviewers must be sufficiently fluent to be trained in English.
Briefing
At the beginning of each new survey all interviewers receive an initial briefing given by the Project Manager. The Supervisor running the project may conduct subsequent briefings. Briefings comply with IQCS and always cover the following, at a minimum:
- Purpose of the research
- Background
- Sample
- Targets
- Quotas
- Methodology
- Respondent types
- The questionnaire itself, with full explanations
- Plus any instructions relevant to the project
Quality Control
All jobs are run within IQCS, ISO20252 and MRS standards and at least 10% of all interviews are monitored by native speaking supervisors. IQCS standards specify that only 5% of the production should be monitored. The Call Center at RONIN employs a regular team of multi-lingual supervisors.
Recruitment
Prior to being booked for the training session, all applicants are screened in their native language over the telephone. The best applicants are then invited for a face-to-face interview conducted in English and in the native language. Successful applicants are then invited to the training session.
Their documents are checked and copies are kept on file (passport, bank details, National Insurance, visas etc.). All interviewers receive a manual and a copy of the Market Research Code of Conduct and sign a declaration that they have read and understood these documents.