CATI Interviewers Job Satisfaction Level

Wojciech Jablonski

University of Lodz | Poland

wjablonski@uni.lodz.pl

AAPOR 67th Annual Conference | Orlando, FL | May 17-20, 2012

Overview

2 Wojciech Jabłoński | University of Lodz CATI Interviewers (national module) Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

• Introduction

• Method

• Results

• Conclusions

Introduction

3 Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

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?

Method

4 Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

• Data collection: Nov 2009 – Aug 2010

• 12 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

Method

5 Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

• 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.

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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.

Method – question

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

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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

Method – question

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

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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

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Method – question

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• 6 scales of job satisfaction (partially taken from MSQ – Minnesota Satisfaction Questionnaire)

supervision recognition co-workers

progress / learn & grow working conditions earnings

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Method – question

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• 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

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Method – question

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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 = 0.680

1 2 3 4

SUPERVISION

Results – scales

mean 3.26

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

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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 = 0.851

1 2 3 4

RECOGNITION

mean 2.46

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Results – scales

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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 = 0.497

1 2 3 4

CO-WORKERS

mean 3.38

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Results – scales

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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 = 0.770

1 2 3 4

PROGRESS / LEARN & GROW

mean 2.45

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Results – scales

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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 = 0.652

1 2 3 4

WORKING CONDITIONS

mean 2.94

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Results – scales

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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 = 0.733

1 2 3 4

EARNINGS

mean 2.59

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Results – scales

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1 2 3 4

OVERALL SATISFACTION

mean

Cronbach’s Alpha = 0.921

2.84

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Results – scales

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SCALE

GENDER

female male

S 3.26 3.26

R 2.48 2.43

Co-W 3.38 3.38

P / L&G 2.51 2.34

WC 2.92 3.00

E 2.61 2.54

OS 2.85 2.82

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Results – scales

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SCALE

AGE (years old)

up to 22 23-24 25-28 29 & more

S 3.27 3.22 3.18 3.37

R 2.43 2.40 2.38 2.63

Co-W 3.36 3.36 3.38 3.43

P / L&G 2.47 2.24 2.29 2.76

WC 2.99 2.85 2.94 3.02

E 2.68 2.48 2.55 2.63

OS 2.86 2.76 2.78 2.97

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Results – scales

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SCALE

WORK EXPERIENCE (months)

up to 4 5-11 12-23 24 & more

S 3.32 3.24 3.27 3.19

R 2.58 2.45 2.48 2.35

Co-W 3.44 3.34 3.34 3.39

P / L&G 2.65 2.40 2.44 2.32

WC 3.10 2.96 2.98 2.74

E 2.60 2.54 2.67 2.53

OS 2.96 2.83 2.85 2.73

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Results – scales

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SCALE

WORKLOAD LEVEL

low medium high

S 3.25 3.26 3.24

R 2.45 2.46 2.50

Co-W 3.37 3.40 3.40

P / L&G 2.37 2.44 2.45

WC 3.01 2.91 2.87

E 2.54 2.63 2.66

OS 2.82 2.84 2.84

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

Results – scales

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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

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

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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.

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

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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.

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

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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.

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

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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

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

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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…

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level

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THANK YOU!

Wojciech Jablonski

wjablonski@uni.lodz.pl

Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level