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CATI – Telephone
Surveys

Telephone surveys stand for standar­diza­tion, relia­bi­lity and cost effici­ency. We only use our own inter­viewer resources – no offshore telephony.

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360° monito­ring. Full trans­pa­rency. No offshore telephony.

Experi­ence CATI research in a new way

Inter­viewer

Keine Offshore-Telefonie

Our CATI team has 170 modern, fully networked telephone stations and 500 trained and experi­enced telephone inter­viewers. We conduct more than 1,200 inter­views daily, using only our own inter­viewer resources, no offshore telephony.

Project manage­ment

Erfolg­reiche Prozesse durch enge Zusam­men­ar­beit

Successful CATI project manage­ment requires clear compe­ten­cies and close coope­ra­tion between all project staff. We have estab­lished processes that ensure all respon­sible parties always have the latest infor­ma­tion and provide you with reliable support at every stage of the project.

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Evalua­tion and analysis

Wir liefern Ihnen nicht nur die „markt­üb­li­chen“ SPSS-Daten­sätze

From raw data sets and complex analyses to the presen­ta­tion of results with recom­men­da­tions for action – we offer you the entire range of services indivi­du­ally adapted to your needs and with the highest standards of quality and data security.

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Trans­pa­rency

You will have a fixed contact for each study who will inform you proac­tively and trans­par­ently about all important develo­p­ments in the field. Regular detailed status reports with utiliza­tion rates and quota develo­p­ments included.

Whether avoid­ance of sugges­tion, correct answer entry or verbatim recor­ding of open-ended answers: We accom­pany and motivate in the field with training, super­vi­sion and data checks – both quali­ta­tively and quanti­ta­tively.

Quality measures

Detail­lierte Feedbacks und chrono­lo­gi­sche Perfo­mance-Dokumen­ta­tionen
In every CATI study, we attach great importance to ensuring that our inter­viewers are highly trained and well-informed. Both quali­ta­tive and quanti­ta­tive review of all inter­views is based on estab­lished criteria.
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Target groups

Profi­tieren Sie von wertvollen Erkennt­nissen über Ihre aktuellen und poten­zi­ellen Kunden

Our telephone inter­viewers have a wealth of experi­ence in virtually all survey areas which is constantly evolving. Essen­ti­ally, two central study types can be highlighted here.

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Core compe­ten­cies

Kunden­zu­frie­den­heit, Reprä­sen­ta­tiv­stu­dien und Mystery Calls

What do your custo­mers expect? How satis­fied are your target groups with your products and services? Our inter­viewers are experi­enced in targe­ting private custo­mers and compa­nies. Use the advan­tages of a CATI survey also for regional market research approa­ches and reach house­holds directly in the catch­ment area of your point-of-sale.

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Survey Manage­ment

Innovativ. Flexibel. Standar­di­sierbar

The electronic proces­sing and integra­tion of the questi­on­n­aire document is carried out by our own programmers in the survey software ODIN used by us. This profes­sional survey system offers flexi­bi­lity and standar­diza­tion at the same time. It ensures a smooth and fully documented survey process as well as clear and error-free data storage.

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Telephone studio

In the inter­view

That’s what matters:

The inter­view

Neutra­lity

The meeting

Date entry

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170 networked stations

Our telephone studios

We conduct more than 1,200 telephone inter­views daily in our own telephone studios in Cologne and Bonn. We attach great importance to a customer-oriented manner on the phone as well as value-neutral recor­ding of opinions and moods. This is guaran­teed by our experi­enced project teams and an exten­sive inter­view training and monito­ring system.

Telefonstudio

CATI with OmniQuest

10 gute Gründe

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trans­pa­rency

Maximum trans­pa­rency throug­hout the entire course of the project
z

Listen in

On-site listening appoint­ments possible at any time at short notice

Samples

Repre­sen­ta­tive sampling as a member of the ADM telephone sampling consor­tium

Briefing

Customer briefing / feedback rounds with the inter­viewer team on site by appoint­ment
h

Black­list

Perma­nent use of the ADM black­list

Auto Dialer

Use of automated call dialing possible on request (Authensis – Predic­tive Dialing)
w

Own resources

Exclu­sive use of own inter­viewer resources – no offshore telephony

ISO-Norm

Ensuring quality standards and rules of profes­sional conduct: Compli­ance with DIN-ISO standard 20252
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Monito­ring

Close monito­ring of field results after field start and during the survey through interim datasets

Quality

Quali­ta­tive and quanti­ta­tive quality measures tailored to the respec­tive project
Training – Super­vi­sion – Data control

CATI surveys with OmniQuest

Further infor­ma­tion

Auto dialer

At your request, the use of automated call dialing is possible (Authensis – Predic­tive Dialing).

In this way, generated telephone numbers can also be used for popula­tion surveys in order to reach unregis­tered house­holds.

Monito­ring
We are happy to offer you the oppor­tu­nity to design inter­viewer briefings yourself through pretests at the start of the project and to get a first impres­sion of how the project is progres­sing. On-site listening appoint­ments are possible at any time, interim data sets immedia­tely after field start provide insight into the first survey figures.
Exhaus­tion

We realize more than 1,200 inter­views daily and set standards that are signi­fi­cantly above the market standard. Both through the close coope­ra­tion of our project managers with the studio managers and through our exten­sive training and control system, we meet not only our demands, but yours as well. In normal popula­tion-repre­sen­ta­tive surveys, we achieve utiliza­tion rates of at least 30-35%, and in the customer satis­fac­tion area, rates of up to 70%.

Our inter­viewers receive perfor­mance evalua­tions accor­ding to a fixed scheme and can thus perma­nently expand their range of services. Targeted and separate follow-up training sessions enable the inter­viewer to provide immediate and profes­sional answers to any queries from the respon­dent during the inter­view.

Data security

Commis­sioned proces­sing accor­ding to DSGVO (Art. 28, Art. 29 and Art. 6 para. 1f) requires experi­ence, relia­bi­lity and profes­sio­na­lism. We have taken all neces­sary measures intern­ally to protect your customer data. A selec­tion:

  • Internal central user adminis­tra­tion – access to personal data only by autho­rized employees (execu­tive manage­ment, survey manage­ment, project manage­ment, evalua­tion)
  • Ensuring that personal data cannot be read, modified or removed by unaut­ho­rized parties in the course of their trans­mis­sion or storage on data media
  • “Paper­less telephone studio” – no possi­bi­lity for telephone inter­viewer to pass on data extern­ally
  • Member­ship in the ADM telephone sampling consor­tium
ADM Black­list

We are a member of the ADM telephone sampling consor­tium. We report telephone numbers to be blocked to the Arge at short notice and receive an up-to-date ADM blocking file daily for imple­men­ta­tion in our internal black­list. This results in a compe­ti­tive advan­tage for the customer compared to possible coope­ra­tions with “non-Arge ADM telephone sampling field insti­tutes” (free co-use of the ADM black­list to prevent possible respon­dent complaints).

Valida­tion

Valid data quality from the first to the last inter­view is no coinci­dence, but the result of strin­gent and seamless monito­ring. Already during the fieldwork, the survey data is validated in three testing loops. Here the units

  • Su­per­vi­si­on
  • Project manage­ment and
  • DATA Manage­ment

come into play. In addition, we carry out random control calls and plausi­bi­lity checks.

Pretest
Parti­ci­pate in the process, either on site or using privacy-compliant recor­dings:

Feedback rounds with inter­viewers allow space for reflec­tion and provide additional insight into accep­tance or poten­tial barriers to parti­ci­pa­tion. Detailed feedbacks and a chrono­lo­gical perfor­mance documen­ta­tion by the super­vi­sion enable to record and perma­nently develop perfor­mances indivi­du­ally and across studies.

CATI project phases

1. Obtain & convey infor­ma­tion

  • Targeted briefing of the inter­viewers
  • Compact study info for each project
  • Pretest at project start

2. Control & motiva­tion of the inter­viewers

  • Conse­quen­tial Monito­ring
  • Feedback talks with evalua­tion
  • Checking exhaus­tion rates and inter­view durations
  • Conti­nuous data verifi­ca­tion

3. Control, follow-up & documen­ta­tion

  • Indivi­dual follow-up training
  • Perfor­mance documen­ta­tion
  • Documen­ta­tion via status report
Dual frame in nation­wide surveys
The number of house­holds or people who can only be reached via mobile commu­ni­ca­tions instead of a landline is rising conti­nuously. In this context, a certain propor­tion of mobile phone numbers is taken into account for an adequate sample design in nation­wide popula­tion surveys since quite some time.

With this proce­dure, randomly generated mobile numbers are integrated in addition to the classic landline numbers – whether regis­tered or generated – in order to also reach the so-called “mobile only” house­holds or indivi­duals. This method is suitable for nation­wide surveys. Since no unique federal state identi­fier has been available for mobile phone numbers to date, this sampling design cannot yet be used for regional approa­ches.

Evalua­tion options
  • Consul­ting regar­ding evalua­tion methods
  • Checking & cleaning the data
  • Matching of additional infor­ma­tion, e.g. from address data – of course in strict compli­ance with privacy regula­tions
  • Weighting of data, repre­sen­ta­tive (e.g. accor­ding to VA/Federal Statis­tical Office) or accor­ding to your speci­fi­ca­tions
  • Creation of code frames for coding open-ended questions
  • Coding of the open-ended responses
  • Statis­tical analysis/multivariate analysis, e.g. factor or cluster analysis, corre­la­tions, etc.
  • Creation of data sets, tables and charts

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Your contact
for telephone surveys

Sofina Hell

Unit-Leiterin CATI

Phone:
+49 (0) 228 38 200-215

E-Mail:
hell@omniquest.de

Chris­tian Bien

Projekt­leiter CATI

Phone:
+49 (0) 228 38 200-220

E-Mail:
bien@omniquest.de

Thomas Paffhausen

Projekt­leiter CATI

Phone:
+49 (0) 228 38 200-226

E-mail:
paffhausen@omniquest.de

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Get in touch with us

Do you still have questions or would you like to learn more about CATI/telephonic surveys? We are happy to advise you. Just leave us your telephone number or email address. We will get in touch with you.

OmniQuest Market Research

Reliable market research thrives on the correct survey. We have the right tool for every approach, a tool for all cases.

OmniQuest Gesell­schaft für Befra­gungs­pro­jekte mbH

Kenne­dy­brücke 4
53225 Bonn

Hohen­stau­fen­ring 66-70
50674 Cologne

+49 (0) 228 38 200-0

kontakt@omniquest.de

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