Défis

Fieldwork execution is critical to research success, but fragmented workflows and inconsistent performance across markets created gaps in quality and delivery. Interviewers lacked structured motivation, leading to delays, errors, and uneven participation across collection modes.

The organization struggled with:

• Low completion rates for longer or complex surveys, delaying project delivery.

• Difficulty filling hard-to-reach demographic quotas across SEA markets.

• Rising data errors due to fatigue, inconsistent training, and manual verification.

• Slow fieldwork turnaround times impacting downstream analysis timelines.

• Limited adoption of training and certification programs across interviewer teams.

• Variable performance across online, CATI, mobile, and in-person collection methods.

These issues weakened reliability, slowed multi-country delivery, and increased operational strain.

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Personas involved

The initiative required participation and alignment across multiple operational roles:

• Field Interviewers

• CATI Supervisors

• Mobile & In-Person Data Collectors

• QA & Verification Teams

• Field Managers

• Training & Capability Development Teams

• Research Operations Leadership

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The solution

To strengthen frontline performance and elevate data quality, the firm deployed a performance recognition framework with Xoxoday Empuls. This system rewarded accuracy, speed, versatility, and learning—directly linking interviewer effort to project outcomes.

• Completion rate bonuses: Interviewers who achieved high completion rates received incentives that reduced mid-survey drop-offs and improved dataset stability.

• Quota achievement incentives: Field teams earned rewards for completing challenging quotas, accelerating fulfillment for hard-to-reach demographic segments.

• Data quality awards: QA teams recognized interviewers who maintained low error margins and high verification accuracy, reinforcing quality standards.

• Speed-to-complete recognition: Bonuses were granted for delivering fieldwork ahead of schedule while maintaining data quality, balancing speed with rigor.

• Training & certification rewards: Interviewers who completed methodology, compliance, and platform training received structured incentives, improving skill readiness across markets.

• Multi-mode collection bonuses: Additional rewards were offered to interviewers who contributed across online, CATI, in-person, and mobile modes, expanding operational flexibility.

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Impact

The recognition framework produced dramatic improvements in operational efficiency and dataset quality across SEA.

• Improved survey completion rates by 54%, reducing abandonment and incomplete sessions.

• Accelerated quota closure by 2.8x, especially for niche demographic segments.

• Reduced data errors by 41%, strengthening dataset reliability and reducing rework.

• Achieved a 3x improvement in fieldwork turnaround time, enabling faster reporting cycles.

• Increased certification adoption by 67%, boosting interviewer skill and preparedness.

• Enhanced multi-mode contribution by 52%, improving capacity across diverse research methodologies.

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Conclusion

By implementing a structured performance recognition framework, the fieldwork company unlocked higher productivity, improved data accuracy, and accelerated project delivery across Southeast Asia. Interviewers became more motivated, better trained, and more consistent across modes, helping the organization deliver high-quality fieldwork at scale. With stronger operational discipline and a more empowered workforce, the company is now positioned to support fast-moving research programs with greater speed and reliability.