CATI Interviewers Job Satisfaction Level

Transcription

1 CATI Interviewers Job Satisfaction Level Wojciech Jablonski University of Lodz Poland AAPOR 67 th Annual Conference Orlando, FL May 17-20, 2012

2 Overview Introduction Method Results Conclusions Wojciech Jabłoński Jablonski University of Lodz CATI Interviewers CATI Interviewers Job Satisfaction (national Level module) 2

3 Introduction Research questions: Are CATI interviewers satisfied with their job? Are there any differences between particular groups of interviewers? What kind of difficult situations do the interviewers encounter while working in a CATI studio? How could such difficulties be overcome so that the staff is more satisfied with their job? 3

4 Method Data collection: Nov 2009 Aug major Polish survey research companies 4P research mix ASM ARC Rynek i Opinia Expert-Monitor (at present: Kantar Media) GfK Polonia IMAS International IPSOS IQS Group MillwardBrown SMG/KRC PBS DGA TNS Pentor (at present: TNS Poland) TNS OBOP (at present: TNS Poland) N of cases = 846 interviewer questionnaires & 32 IDIs 4

5 Method Additionally: 2 companies from abroad Capacent Iceland Statistics Norway N of cases = 96 interviewer questionnaires & 17 IDIs Co-financed by technical assistance funds of the EEA Financial Mechanism and the Norwegian Financial Mechanism within the framework of the Scholarship and Training Fund. 5

6 Method question Below you will find different statements relating to the job of a CATI interviewer. Please indicate how much you agree or disagree with them. For each of them, choose one answer only. 6

7 Method question Below you will find different statements relating to the job of a CATI interviewer. Please indicate how much you agree or disagree with them. For each of them, choose one answer only. 1 strongly disagree 2 mostly disagree 3 mostly agree 4 strongly agree hard to say refuse to answer 7

8 Method question Below you will find different statements relating to the job of a CATI interviewer. Please indicate how much you agree or disagree with them. For each of them, choose one answer only. 1 strongly disagree 2 mostly disagree 3 mostly agree 4 strongly agree hard to say refuse to answer 8

9 Method question 6 scales of job satisfaction (partially taken from MSQ Minnesota Satisfaction Questionnaire) supervision recognition co-workers progress / learn & grow working conditions earnings 9

10 Method question 6 scales of job satisfaction (partially taken from MSQ Minnesota Satisfaction Questionnaire) supervision recognition co-workers progress / learn & grow working conditions earnings Each scale consists of 3(2) questions; 17 questions in total Internal consistency of the scales measured using Cronbach s Alpha method All means calculated using input data with hard to say and refuse to answer options excluded; means range is 1-4 the higher is the mean, the more satisfied is the interviewer 10

11 Results scales SUPERVISION mean I know what I m expected to do as an interviewer mean = 3.54 I feel that my job is assessed fairly and competently mean = 2.89 I know that in difficult situations I can rely on expert help from my supervisor mean = 3.30 Cronbach s Alpha =

12 Results scales RECOGNITION mean I feel that someone in the company cares about me as a person mean = 2.48 I feel that my work is appreciated by my supervisors mean = 2.67 I know that my opinion counts within the company mean = 2.14 Cronbach s Alpha =

13 Results scales CO-WORKERS mean I know that in difficult situations I can rely on other interviewers mean = 3.45 I believe that the majority of interviewers have a positive attitude towards each other mean = 3.33 Cronbach s Alpha =

14 Results scales PROGRESS / LEARN & GROW mean I have the opportunity to learn new things at work mean = 2.75 I feel that my company cares for my professional development mean = 1.99 I can do varied tasks at work, I don t complain about being stuck in a rut mean = 2.50 Cronbach s Alpha =

15 Results scales WORKING CONDITIONS mean I have tools and materials essential to carry out my job properly mean = 3.28 Any equipment and computer defects are quickly repaired mean = 2.94 The conditions in which I work (temperature, noise level, lightening, air-conditioning, etc.) are adequate to work properly mean = 2.60 Cronbach s Alpha =

16 Results scales EARNINGS mean I m satisfied with the money I get from my job mean = 2.29 The money interviewers get depends on the quality of their work mean = 2.65 I feel that I m paid fairly compared to other interviewers mean = 2.96 Cronbach s Alpha =

17 Results scales OVERALL SATISFACTION mean Cronbach s Alpha =

18 Results scales SCALE female GENDER male S R Co-W P / L&G WC E OS

19 Results scales SCALE AGE (years old) up to & more S R Co-W P / L&G WC E OS

20 Results scales SCALE WORK EXPERIENCE (months) up to & more S R Co-W P / L&G WC E OS

21 Results scales SCALE WORKLOAD LEVEL low medium high S R Co-W P / L&G WC E OS

22 Results qualitative data Main finding lack of proper communication between the interviewers and the researchers Interviewers complaints: CATI scripts formulated using too complicated vocabulary and syntax Interviews too long and too complex Sometimes results in destandardizing of the interview protocol reformulating the questions / explaining difficult terms 22

23 Results qualitative data Sometimes questions are so horrible that even I don t know what the matter is. So how can those poor respondents with elementary education understand such questions? ( ) No researcher, no supervisor who didn t work as a CATI interviewer knows things that we the interviewers know. 23

24 Results qualitative data Sometimes questions are so horrible that even I don t know what the matter is. So how can those poor respondents with elementary education understand such questions? ( ) No researcher, no supervisor who didn t work as a CATI interviewer knows things that we the interviewers know. Sometimes questions are so long that when I finish reading them, I don t remember what the beginning is. The respondent without written text all the more. 24

25 Results qualitative data We often have to simplify the questions. If people don t understand the questions, they are irritated and want to hang up. Of course, it s a silent consent. No one is instructed to behave in such way, but no one finds fault with it as well. When I m talking to a dimwit who doesn t understand most words, I have two possibilities either finish the interview or adapt to the respondent. 25

26 Conclusions Overall CATI job satisfaction score is 2.84 (range: 1-4) Co-workers 3.38 Supervision 3.26 Working conditions 2.94 Earnings 2.59 Recognition 2.46 Progress / L&G

27 Conclusions Overall CATI job satisfaction score is 2.84 (range: 1-4) Co-workers 3.38 Supervision 3.26 Working conditions 2.94 Earnings 2.59 Recognition 2.46 Progress / L&G 2.45 Poor / no collaboration between the interviewers and the researchers seems to be a problem 27

28 THANK YOU! Wojciech Jablonski 28