Analysis type: Interviewer / Duration / Modified duration



Analysis type: Interviewer / Duration / Modified duration

Real time versus real modified time compares the actual calls made versus how long the calls as a maximum should have taken.

Let us first consider what “modified real time” is. For each outcome of a CATI outcome set, we can define a max allowed duration that such an outcome would be expected to last. E.g. we could have set the outcome: “Reached a fax” to 60 seconds, meaning that it should not take any more than 60 seconds between the time the interviewer clicks “Save & Next”, registers the outcome as this status, and clicks “Save & Next” again. If this process took 120 seconds instead, we would establish, that the interviewer was not efficient (perhaps focused on other things than the interview process or took a break without clicking ‘pause’). The modified real time in Catglobe is the sum of the duration of all calls that were inside the max time for an outcome the sum of max times for each call that were over the max time.

Since there of course may be small fluctuations over time, we will not raise warnings for each outcome that is deemed inefficient, but rather try to give a total figure over a period of time of how the total time (actual time registered as working on the specific CATI questionnaire) differs from what would be seen as the system estimated time (real time) that the work which was done should have taken.

Some of the more common reasons why these values differ is that:

• The interviewer did not set his activities to pause, when he was actually taking a break. This can found by looking through the detailed calls and find the calls that took a lot longer time than what would make sense (e.g. a busy line that took 10 minutes to process).
• The interviewer generally was very inefficient in handling the system. This can be seen if the slowness is spread across all the calls of the interview time.