ASVA - Services

Customer Services ...
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• Communication Policy:

Starting a project
Each project will start with a project kick-off meeting between the Project Manager and you (other departments may attend where appropriate). The project stats, expectations, timelines and other project details will be discussed with you prior to beginning the project. Any changes or corrections to the anticipated projects specifications will be communicated by the Project Manager to the Data Collection Center, Client Services and other departments as needed.

Stopping a project
If ASVA stops fielding on a project for any reason, the Project Manager will inform you in writing regarding the reason as the necessary steps (if any) that will be needed on your part in order to resume.

You may suspend or terminate a project at any time. However, if you stop a project before the scheduled end of fielding date (termination) or suspend the fielding for any reason, certain charges may apply.

Project suspension is any delay in fielding that is 14 calendar days or less. To avoid project suspension charges, you must communicate in writing any such delays in fielding at least 1 business day (24 hours notice) prior to suspending the project fielding.

Project termination is any stoppage in fielding that is greater than 14 calendar days or any written confirmation to stop the project fielding received from the client. To avoid project termination charges, you must communicate in writing any such stoppage in fielding at least 1 business day (24 hours notice) prior to stopping the project. Project termination charges are 20% of the remainder of the project fielding.

The General Manager and/or the Director of Operations may make any exceptions to this policy.

Internal Project Communication
Each project stats will be updated each business day on the Current Projects report. Project Managers along with the Data Collection Center, Client Relations and other departments will proactively discuss project problems as well as solutions to any problems. Project successes will also be discussed and feedback will be given to the departments involved.

At the conclusion of each project, Project Management and Client Services will discuss along with the Data Collection Center the successes and stumbling blocks as well as the reasons for both. This communication will take place once a week during a weekly planned project meeting. The feedback will be posted post project briefing documentation for use in future projects as well as to help improve our offerings to our clients.

• Training Policy:

Ongoing client service training is provided to staff employees during staff meetings and at other select times to ensure proper policies and procedures are followed and our ongoing focus on client service is maintained.

Data Collection Center Managers provide ongoing client service training to each Research Associate individually as well as collectively.

• After Hours Request Policy:

ASVA staff business hours of operation are from Monday – Friday 7 AM to 4 PM, Mountain Time.

When you request services to be performed outside these hours, on a Saturday or Sunday or on an observed holiday, then you will be charged additional fees. The Project Manager Administrator and/or Client Services Administrator will determine what extra charges apply. If additional charges are needed, you will be informed in writing of the charges and you will need to respond in writing to proceed with the requested services.

• Payment Policy:

A pre-invoice payment of 25% of the anticipated total project costs is due before the project can begin (including programming, fielding, etc.). The General Manager and/or the Director of Operations may make any exceptions to this policy.

All hard costs (sample costs, printing/mailing costs, incentives, translation, telematch, etc.) must be paid in advance of the service. The General Manager and/or the Director of Operations may make any exceptions to this policy.

The Controller will communicate any delay in fielding, data submission or other services due to payment issues (pre-payments, interim payments and/or final payments) to Project Management and Client Relations. The Project Manager will inform you of such delays in writing. Project Management will not proceed with the fielding or data submission until approval of the Controller has been received.

Services...

With all of your projects, you will receive a Daily Status Report keeping you abreast of progress and vital statistics (such as fielding incidence, LOI, call dispositions, and quota status). Additionally, ASVA maintains customized Internal Monitoring software used to track the quality of all of your studies on a daily basis. Client Remote Monitoring is also available for all CATI interviewing projects giving you the ability to listen in and hear real-time interviews being conducted.

CATI Interviewing
With 45+ CATI Stations, interviewing is conducted through VoxCo software for B2B and consumer studies. In addition to our regular highly trained and motivated interviewing staff, we offer Bilingual Interviewing (English/Spanish) and Executive Interviewing (for high profile business and medical studies).

ONLINE Interviewing
With our CATI software, you always have the option to offer your studies online as a separate methodology, or as a simultaneous option to CATI interviewing.

WATI (Web-Assisted Telephone Interviewing)
This methodology includes entering responses from respondent directly into your web survey. We call respondents and conduct live interviews entering their data directly into your web-based survey to increase cooperation rates.

Recruit to Web - A great mixture of CATI and Online surveys. Have an online survey but not a forum to attract respondents? Let us recruit your target audience using proven CATI methods to your online study, rather host by us or you. An excellent method to control costs while reaching a larger group.

CATI Survey Programming-
ONLINE Survey Programming
We offer CATI programming, as well as ONLINE Survey programming through our VoxCo software. Your ASVA Project Manager will personally program your study and work with you so that your project gets you the data you need.
With our ONLINE programming, you can also add special audio and visual capabilities otherwise unavailable through telephone interviewing. Our programming will bend to fit your needs.

Mail-Out Surveys
Occasionally, mail-out surveys are necessary to meet your data collection needs. If such is the case, we offer fulfillment, BRE receipt, and Data Entry for collected responses.

Coding and Tabulation
ASVA offers coding and tabulation services in addition to data collection. Using a client or ASVA created code list to be approved by you, we can code open-ended responses for facilitated data viewing. We also have the ability to prepare your banners and tables from the data we’ve collected. ASVA uses UNCLE software for all tabulation services.

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