ACCELERATING THE NEW NORMAL - SUCCESSFUL CONTINUITY IN DELIVERING RESULTS TO YOUR BUSINESS - Ipsos
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ACCELERATING
THE NEW NORMAL
SUCCESSFUL CONTINUITY IN
DELIVERING RESULTS
TO YOUR BUSINESS
17 JUNE 2020
Introduction to Face to Face Computer Aided
Offline Operations Interviews Telephonic Interviews
Q&A
& FW activation during & post (CATI @ Office &
post MCO CMCO CATI @ home)
Qualitative
Contactless fieldwork
Central Location Research during &
for Home Usage
Testing (CLT) post Covid-19
Testing (HUT)
during & post
CMCO
2 ‒ © Accelerating the New Normal
1975 90 18,000+
Founded Countries Employees worldwide
Paris, France Operating in Malaysia 450+ staff members
since 1997 in Malaysia
200+ 3,900+ 2.3 million+
Clients Projects Number of interviews
in Malaysia in Malaysia done in Malaysia
© Ipsos | Accelerating the New Normal
**figures updated as of 23rd January 2020**
IPSOS MALAYSIA
OVERVIEW
Ipsos in Malaysia was established in 1997. Ipsos Haribabu Rajendran
Malaysia has 450+ fulltime employees, including Operations Director,SEA
100+ research specialists. +603 2289 3000
Haribabu.rajendran@ipsos.com
ONLINE / MOBILE SURVEYS QUALITATIVE RESEARCH
• 12+ Internal & external moderators
• Full online/mobile survey capabilities
• 3 FGD rooms with full A/V capabilities in KL
• 1 Million+ panel reachability through pre-qualified panel
• First country in to implement online FGD/IDI
partners
within SEA region
COMPUTER AIDED PERSONAL INTERVIEW
CENTRAL LOCATION TESTING
• Fully equipped for CAPI and iField-ready
• 8 Suites in KL
• 500+ interviewers and 80+ full time employees.
• Online facilities, and pantries through
• Nation wide coverage & reach up to sub district. 10 field
partners across Malaysia
bases in Peninsular Malaysia, 2 in East Malaysia.
• 100% in-house data collection
COMPUTER AIDED TELEPHONIC INTERVIEW DATA PROCESSING
• 50-seat CATI facility based in office • In-house teams for end to end data coding
• 30-seat CATI@Home Since April’2020 and processing
INDEPENDENT QUALITY CONTROL CONTACTLESS FIELDWORK
• An independent Quality Control team with iField • Contactless fieldwork for HUT by telephone
platform enabled with system based for data quality recruitment, telephone call back or online self
checks on top tradition QC such as GPS tracking, completion
passive voice recording, tele-checks & etc. • Contactless fieldwork by random dialling,
snowballing referral and conduct survey via
iField Telephonic, CATI or self completion
CERTIFICATES & RECOGNITIONS
© Accelerating the New Normal
© Accelerating the New Normal Please click this link for more information on iField
INTRODUCTION These are unprecedented times and we are all looking for direction, this is especially true when it comes to ‘restarting’ our data collection as government restrictions lift Today, we are excited to share the successful continuity in delivering results to your business and research needs including some ideas of how Ipsos Malaysia can support new ways of working. While we are driving online data collection and online Qualitative discussions, there is a significant requirement to continue traditional data collection methodologies post COVID19, and in Ipsos we understand the market needs, and accelerating the new normal.
General precautionary measures for Interviewers
Face masks, disposable gloves, hand sanitizers will be provided to all FTF interviewers
Mandatory to wear Increased frequency of Avoid or stop interview
facemasks at all times sanitizing tablets with immediately if
during fieldwork and in- disposable sanitizing respondents look sick,
line with local regulations. wet wipes. coughing or sneezing.
Interviewers are provided
Frequent handwashing with letter from MITI, and
Avoid crowded places
with soap or hand
and practice social interviewers maintaining
sanitizer before and/or
distancing. movement log sheet to track
after interview.
the route taken every day
7 ‒ © Accelerating the New Normal
1) Priority is by virtual briefings 2) Face to Face Briefing
Step 1: Temperature Taking and Health Check
Interviewers are to observe the 1 meter
social distancing at all times, including
entering the office premises, to briefing
room. With all SOPs followed
1m
The receptionist will also observe
interviewers for any respiratory symptoms.
Step 2: Health and Travel Declaration
Interviewers are required to fill a health
and travel declaration form indicating
they have not been issued with a
quarantine order or stay-home-notice, or
have they been in contact with a family
member or anyone who are issued with
the above orders.
8 ‒ © Accelerating the New Normal
02. CENTRAL LOCATION TESTING (CLT) DURING & POST CMCO 9 ‒ © Ipsos
Four Important Considerations for CLT Process and Precautions in
light of COVID-19
• Ensure cleanliness,
• Avoid respondents health and hygiene
with certain
conditions • Ensure proper venue
Venue Set
Recruitment
Up
Fieldwork Process
planning Precautions
• Proper batch size • Ensure good hygiene
planning to minimize practices along the
interactions way
10 ‒ © Accelerating the New NormalThe new Normal for CLT Process and Precautions in light of COVID-19
01. 02. 03. 04. 05. 06.
Venue Criteria BRIEFING RECRUITMENT Respondent Fieldwork Day Before and After
SESSION PHASE Briefing Fieldwork
• Consists of • Ensuring Safety • Observe (if f2f) and/or • Do not write a news/ • Ensuring Safety Access • Disinfecting the
several rooms Access ask respondent health upload photo on • Wearing PPE venue and rooms
• Must have private • F2F briefing with condition social media/ materials (face shield, • Tableware disposable
waiting room E2E process • Explain to respondent disseminate the face mask, gloves, items will be used for
• Maintain the training on the health and safety survey activity on disposable gowns, serving the product, if
cleanliness • Staff must wear protocol during the CLT social media / other social distancing must use a ceramic
• A Quiet Place and appropriate PPE* implementation party who has no • Schedule management cup / glass or spoon,
far from the material • Request respondent’s interest to avoid overlapping it will be sterilized
crowded areas • Social distancing willingness to comply • Do not bring • Handling products as after each use.
COVID 19-prevention children, relative per set SOP’s
rules when coming to and friends
the CLT location • Adhering to SOP’s
11 ‒ © Accelerating the New NormalPhotos from the recent CLT we did in May 2020 12 ‒ © Accelerating the New Normal
03. FACE TO FACE INTERVIEWS DURING & POST CMCO 13 ‒ © Ipsos
Door To Door and Street Intercept: Personnel Precautionary Measures
Implemented pilot FW on 7th May 2020 to assess the respondents willingness and
ground challenges, followed by full launch on 15th May 2020
Project briefings and training for interviewers conducted virtually via Skype, MS Teams etc.
Only experienced interviewers are allowed to do fieldwork during CMCO.
All interviewers to check for their temperature and health status before and during work.
Use of appropriate PPE* materials.
Social distancing to be observed by staff and respondents.
Approached households and Street intercept locations are tracked via our iField platform
and interviewers maintain movement log sheet to track the route taken every day
Concept cards (if applicable) are sanitized before passing to respondents.
Interviewers are to stop work immediately and notify project manager if they are unwell
before, during and after fieldwork.
In line with Govt laws and regulations with regards to COVID-19, all protocols and
process are strictly followed
14 ‒ © Accelerating the New Normal *Personal Protective Equipment04. CONTACTLESS FIELDWORK FOR HOME USAGE TESTING (HUT) 15 ‒ © Ipsos
How does it work?
SAMPLE Product shipping In-Home PRODUCT
RECRUITMENT PRODUCT USAGE EVALUATION
Products are delivered to Products are used by
Respondents qualify online, After the usage period,
respondents’ homes. New respondents for the required
confirm their interest and respondents are re-contacted
hygiene guidelines applied: number of days and up to a
availability. According to study online (device agnostic) for
e.g. packed in ‘clean room,’ couple of weeks, depending on
objectives, concepts may also be the product evaluation.
sanitised materials and the category and the study
tested prior to product placement.
labelled with hygiene details. objectives.
Notes:
• The above presents a monadic test scenario. If more products are to be tested sequentially, more product evaluation steps are added.
• New standards for the pack and dispatch of products have been prepared. Products are packed and labelled in clean, restricted areas. Products
are sanitised, labelled, bagged and labelled again with hygiene details. Packages will be delivered by contactless methods
16 ‒ © Accelerating the New NormalHow does it work?
Respondent PRODUCT In-Home PRODUCT
RECRUITMENT delivery PRODUCT USAGE EVALUATION
A suitable local sample Products are delivered to Products are used by
respondents’ homes. New respondents for the required After the usage period,
database of respondents is
hygiene guidelines applied: number of days and up to a respondents are re-contacted
used (GDPR compliant).
e.g. packed in ‘clean room,’ couple of weeks, depending on by phone by the interviewer
Interviewers conduct the
sanitised materials and the category and the study for product evaluation.
interview by phone using
our iField platform. labelled with hygiene objectives.
Notes:
details.
• The above presents a monadic test scenario. If more products are to be tested sequentially, more product evaluation steps are added
• We have adapted our F2F platform iField to support Contactless Telephone Product Testing. Our PT experienced F2F interviewers can work from home on their iField
device to recruit and interview respondents by telephone. iField quality measures are adapted for telephone using voice recording and post interview validation
• Concepts will need to be shown digitally to respondent’s mobile at screening stage
• New standards for the pack and dispatch of products have been prepared. Products are packed and labelled in clean, restricted areas. Products are sanitised, labelled,
bagged and labelled again with hygiene details. Packages will be delivered by contactless methods
17 ‒ © Accelerating the New Normal05. COMPUTER AIDED TELEPHONIC INTERVIEWS CATI @ OFFICE & CATI @ HOME 18 ‒ © Ipsos
CATI@office Personnel Precautionary Measures
Interviewer safety is critical.
Implemented safe access, deep cleaning, social distancing, equipment's
management to avoid sharing of the materials.
Number of interviewers reduced to 50% CAPACITY to due to social
distancing, spread across 2 shifts
Diagonal seating plan is been implemented
No sharing of work stations, desktop computer, phone and headsets
among interviewers.
Interviewers are to disinfect their personal workstation before and after
every shift.
No client witnessing/ visit during this period
Cleaning and disinfecting CATI office, equipment and appliances at the
end of each day
19 ‒ © Accelerating the New NormalCATI@Home LIVE FROM APRIL’2020
Activated CATI@home in Malaysia during MCO, and able to continue the
CATI research with limited capacity.
CATI@home is been there in Ipsos for past 10+ years.
CATI@HOME has the same functionality as of CATI@office, including
the database management, voice recordings, and quality controls
Interviewers connect to the CATI system remotely via VPN
Interviewers are given a unique user-id and password
Telephone system are upgraded to support CATI@home.
Interviewer will use the internet calling, that connects to our Ipsos system
and call to respondents is triggered from normal dialer from CATI office
20 ‒ © Accelerating the New Normal06. GLOBAL COMPLIANCE AUDIT 21 ‒ © Ipsos
Ipsos is conducting a Bi-weekly Compliance Audit
to ensure safety of Respondents, Staff and Clients.
Why an Audit
To ensure Ipsos local market teams meet the desired
local market safety guidelines where face-to-face is
being completed.
To provide confidence in Ipsos’ quality
commitment to our employees, clients and
consumers.
To allow for regular updates to ensure all safely
measures and protocols are being executed.
What is included in the Audit
Country level feedback will be captured from both the training of all interviewers to appropriately follow
Operations Lead and an independent Quality Control safety procedures.
supervisor. interviewers having the appropriate materials in the
The Operations Lead provides feedback on: desired quantities (e.g. PPE).
Presence of written safety protocol that are The Quality Control supervisor will evaluate local
included in all project briefings. market compliance (safety protocols, hygiene
requirements and social distancing).
© Accelerating the New NormalPost Covid-19 Data Collection Options
iField Contactless Mixed Mode Platform
Pre Covid-19 Fieldwork Self- Sanitised
CATI CATI@ In street / iField Tel
Method Stage IIS Online
Centre Home mall
Doorstep completion Ipsos
@Home
Own Device Device
In Home Recruitment 1 ✔️ ✔️ ✔️ ✔️ ✔️
Main interview / Recall ✔️ ✔️ ✔️ ✔️ ✔️ ✔️
Street Intercept / Recruitment ✔️
On Transport
Main Interview / Recall ✔️
CLT Recruitment 2 ✔️ ✔️ ✔️ ✔️ ✔️ ✔️
(Pre-recruited or
Street Intercept) Main Interview / Recall ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️
1
If alternative sample source available
© Accelerating the New Normal 2
If full Interview unable to be conducted at location
3
Via instant online link© Accelerating the New Normal
…but our need to get closer to our customers remains! 25 ‒ © Accelerating the New Normal
STAY CLOSE
With COVID-19
causing massive shifts
across the globe, it’s
more important than
ever to stay close to
your consumers in
real-time – what they
are saying, how they
are feeling, and how
their daily lives are
being impacted
26 ‒ © Accelerating the New NormalIpsos UU offers a suite of digital solutions to help you stay connected with ease and efficiency, especially in the face of travel restrictions and other current face-to-face research challenges 27 ‒ © Accelerating the New Normal
Already invested in Online Platforms
Created a SEA Community Hub in Malaysia
Accelerated New Services & Online Approaches
Partnering with Ops to drive Online-recruitment
28 ‒ © Accelerating the New NormalNO TRAVEL? NO F2F?
NO PROBLEM!
Keep your learning
plan on track with
these approaches VIDEO MOBILE QUALSPACE
INTERVIEWS IMMERSIONS ONLINE
that help you stay
close from a
distance.
All of the solutions
require no travel or
face-to-face, helping
you to:
ONLINE CURATION VIRTUAL
• Stay connected COMMUNITIES WORKSHOPS
• Stay informed
• Be ready to act
29 ‒ © Accelerating the New NormalVIDEO
INTERVIEWS
Well, LOOK AT YOUR SCREEN !
30 ‒ © Accelerating the New NormalAll possible documents can be
shared: visuals, videos, ppt We use …
Attendee list
Webcam for in-context discussion;
VIDEO Screensharing for a co-browsing
INTERVIEWS experience;
Whiteboard for visual thinking and co-
creation;
Webcam window Backroom for
can be resized at private Private chat for in-depth probing;
will messages Breakout rooms to allow for group tasks;
between Simultaneous translation to allow you to
observers go global without travelling.
Participants
chat
All can be viewed from online observation
rooms which allow you to view and discuss
with your colleagues and stakeholders in
Fipchart Notes
real-time.
Quick poll
31 ‒ © Accelerating the New NormalStimulus was shared
through sharing of screen
(or link for them to open in
their own device)
Interpreters log onto the
same platform and
simultaneously share
audio for client
Private chats – allows for
streamlined flow of
probes/ comments to
moderator
Recording of the entire
session is available for
sharing with relevant
parties
32 ‒ © Accelerating the New Normal33 ‒ © Accelerating the New Normal
Thank Questions?
YOU! Thoughts?
Haribabu Rajendran Anshuman Ray
Operations Director, Country Service Line Leader,
South East Asia, UU & SIA
M: +6011 1229 2369 M: +6011 1429 0600
E: Haribabu.rajendran@Ipsos.com E: Anshuman.Ray@Ipsos.comYou can also read
