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University of Florida Survey Research Center

University of Florida Survey Research Center. Bureau of Economic and Business Research (BEBR). Established in 1929 Population Program (State estimates and Projections) Publications (Florida Statistical Abstract) Economic Analysis (Ad hoc studies, such as Florida Price of Living Index)

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University of Florida Survey Research Center

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  1. University of Florida Survey Research Center

  2. Bureau of Economic and Business Research (BEBR) • Established in 1929 • Population Program (State estimates and Projections) • Publications (Florida Statistical Abstract) • Economic Analysis (Ad hoc studies, such as Florida Price of Living Index) • University of Florida Survey Research Center (Established 1979)

  3. Some of Our Clients

  4. Selected Health Related Surveys

  5. Organizational Chart

  6. Breakdown of OPS Staff • 11 Supervisors ($13.00/hr) • 10 Assistant Supervisors/Interviewers ($9.00) • 15 Refusal Convertors ($9.50/hr) • 25 Spanish Speaking Interviewers ($9.00/hr) • 100-150 General Interviewers ($8.50/hr) • Bonus based on productivity for interviewers and listening to recordings for supervisors

  7. Refusal convertors • Our most skilled interviewers • Higher pay, higher productivity standard • Allowed to call our most difficult cases • Promotion process • Minimum of 208 hours of interviewing • Maintained higher productivity standards consistently for last 40 hours • No penalty boxes in last two months

  8. Shift Staffing • 1 Shift Supervisor • 0-4 Assistant Supervisors • 0-5 Mentors

  9. Hours of Operation • Mon-Friday 9am-12am • Saturday 12pm-9pm • Sunday 3pm-12am

  10. FACILITIES

  11. Recently expanded location

  12. Dedicated network backbone

  13. Security • Building security guards and alarm system • Dedicated on-site servers kept in a locked room • Off-site backups to prevent data loss • Virus and malware detection • All network infrastructure protected with filtered power and battery backup • Unauthorized access detected 24 hours a day, seven days a week by IT staff

  14. Telephone system • 93 telephone interviewing stations • 69 outgoing lines with VOIP overflow option • Extra server in case first server fails • Asterisk VOIP software • Reducing background noise • Headsets • Noise absorbent dividers and ceiling

  15. OTHER SERVICES • Focus Groups • Data entry • Transcription

  16. Software • Wincati – Sample management software (Sawtooth) • Ci3 – Questionnaire authoring software (Sawtooth) • Scheduler – Lab management software

  17. WINCATISample Management Software

  18. Survey Specifications

  19. Example Record

  20. Disposition Report

  21. Response Rate • Proportion of completed interviews out of all eligible respondents • What is eligible? • Listed sample -- All cases may be eligible • RDD sample – There are rules to determine which cases to count

  22. AAPOR RR1 • I = Complete interview • P = Partial interview • R = Refusal and break-off • NC = Non-contact • O = Other • UH = Unknown if household/occupied housing unit • UO = Unknown, other

  23. Monthly survey response rates by county

  24. Ci3 Questionnaire Authoring Software

  25. Lab Management and Quality Control

  26. Scheduler

  27. Interviewers receive feedback

  28. Reviewing recorded calls

  29. Reviewing call recordings • Automatically select random calls – targeted at mistakes and policy violations • Supervisors listen to and evaluate calls • Determine whether interviewer correctly described the outcome of the call • Check for policy violations

  30. Real-time call monitoring • Assistant supervisors listen to calls during a shift • Evaluate six skills: verbatim, probing, clarifying, feedback, pace, and voice • Meet with interviewer during same shift to discuss their performance

  31. Real-time call monitoring

  32. Miscoding Penalty Box • Receive penalty box for one call with low rating on call skills • Can also receive penalty boxes for frequently choosing the wrong description of a call’s outcome • May be terminated for third penalty box

  33. Productivity

  34. Top performer

  35. This interviewer needs help

  36. Measuring employee productivity • Compare completed interviews per hour to average for survey • Average across time spent on each survey • Interviewer score calculated over large 45-day window to smooth out bad days • Survey average calculated over smaller 15-day window for higher accuracy

  37. Rewarding top performers • Productivity incentive for keeping score above 100% • Incentive proportional to hours worked and how far above 100% • Some top performers earn over $600 in productivity incentives for a 2-month incentive period

  38. Penalty box • Required to keep productivity score above • 84% for general interviewers • 91% for spanish-speaking interviewers • 107% for refusal convertors • 117% for spanish-speaking refusal convertors • Hold most skilled to higher standard • Meet with supervisor after second box • Terminated or demoted after third box

  39. How Much Does A Survey Cost?

  40. Negotiating a survey • Estimate productivity per interviewer hour • We try to get $26 per interviewer hour • A survey where we complete one interview per hour costs $26/complete • A survey where we complete one interview every two hours costs $52/complete

  41. Relation between hours worked and cost per hour

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