Qualitative 360 Europe
2014
Gold Sponsor

Silver Sponsor

Supported by

Organised by
TNS Qualitative
Qualitative 360° - Istanbul, February 19-20, 2014

The power of
cognitive interviewing
…and what qualitati...
Intention

© TNS

2013

Behaviour

2
Intentions and behavior
Qualitative research can reveal why
such intentions do often not produce
the behaviour that we mig...
Motivations and needs are only half the picture

Behavioural Economics reminds us that
human nature needs to be understood...
2
What Behavioural
Economics brings to the
table of qualitative
research

© TNS

2013

5
Behavioural Economics in a nutshell

Behavioural
Economics
have made
popular the
idea…

© TNS

2013

…that people do not b...
But didn't we always know this?

Yes and no.

© TNS

2013

7
Common ground
People don't say what they
mean or mean what they say.
Behaviour is driven by
unconscious processes.
Words a...
Important Differences
Qualitative Research
 What people do/what brands they use =
outcome of enduring needs, preferences,...
New perspectives on the 'unconscious'
Qualitative Research

Behavioural Economics

 Psychoanalytical view

 Contemporary...
Different entry points give us different perspectives
Qualitative Research
 Using meaning & imagery as an entry
point
 U...
3
The power of cognitive
interviewing

© TNS

2013

12
Cognitive interviewing: the power of context
Cognitive interviewing was

developed in the 1970s

by
memory researchers Ron...
How memory works
Cognitive interviewing is based on a
set of theories about how memory
works.
Memory failure is a failure ...
Recreating context

Don't ask why!

© TNS

2013

15
Sample questions to recreate context

'Your first day in your current job'
Anchoring in time





How old were you?
Wh...
An interviewer with particular qualities is required
Sample
questions
 Anchoring in time
 Environment
 Activities

© TN...
4
The Horlicks case study
in a nutshell

© TNS

2013

18
The Horlicks case study

Horlicks is a milk additive.
Made of malted barley and wheat flour Horlicks is fortified
with vit...
Diagnosing lapsed usage
Emotional and
functional needs
 Being mothered, comforted,
cared for
 Feeling healthy and nouris...
5
Conclusions & food for
thought

© TNS

2013

21
Qualitative research is not Behavioural Economics
enemy – instead, it's its friend

A holistic perspective.

© TNS

2013

...
Thank you!
Richard Gehling
Senior Director Qualitative Research
TNS Germany

© TNS

2013

23
Qualitative 360 Europe
2014
Gold Sponsor

Silver Sponsor

Supported by

Organised by
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The power of cognitive interviewing and what qualitative research can learn from Behavioural Economics - TNS

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The power of cognitive interviewing and what qualitative research can learn from Behavioural Economics - TNS

  1. 1. Qualitative 360 Europe 2014 Gold Sponsor Silver Sponsor Supported by Organised by
  2. 2. TNS Qualitative Qualitative 360° - Istanbul, February 19-20, 2014 The power of cognitive interviewing …and what qualitative research can learn from Behavioural Economics Richard Gehling, Senior Director Qualitative Research TNS Germany © TNS 2013
  3. 3. Intention © TNS 2013 Behaviour 2
  4. 4. Intentions and behavior Qualitative research can reveal why such intentions do often not produce the behaviour that we might expect. © TNS 2013 But its ability to deliver the correct explanation depends on where we look for the answers. 3
  5. 5. Motivations and needs are only half the picture Behavioural Economics reminds us that human nature needs to be understood more holistically. © TNS 2013 4
  6. 6. 2 What Behavioural Economics brings to the table of qualitative research © TNS 2013 5
  7. 7. Behavioural Economics in a nutshell Behavioural Economics have made popular the idea… © TNS 2013 …that people do not behave rationally, …that intuition and emotion play a big role in what people do, …that choices are often influenced heavily by contextual factors. 6
  8. 8. But didn't we always know this? Yes and no. © TNS 2013 7
  9. 9. Common ground People don't say what they mean or mean what they say. Behaviour is driven by unconscious processes. Words are poor tools. Intuition and emotion are important. © TNS 2013 8
  10. 10. Important Differences Qualitative Research  What people do/what brands they use = outcome of enduring needs, preferences, beliefs Behavioural Economics  Automatic, unthinking behaviour, shaped heavily by  external factors: context  internal factors: rule of thumbs/ heuristics  Ideal solutions  Satisficing, not maximizing  Feelings, perceptions, attitudes  Real choices/ what people really do © TNS 2013 9
  11. 11. New perspectives on the 'unconscious' Qualitative Research Behavioural Economics  Psychoanalytical view  Contemporary cognitive psychology view  Raw, untamed  Unconscious is seen as a collection of mental processes that are acting in the background  Repressed emotional forces are driving behaviour  'Adaptive Unconscious'  Evolving system  Capable of learning complex information better and faster  Ability to act intuitively © TNS 2013 10
  12. 12. Different entry points give us different perspectives Qualitative Research  Using meaning & imagery as an entry point  Understanding needs  Identifying positioning opportunities Behavioural Economics  Using behaviour as an entry point  Unravelling habits  Shaping usage  Developing and building brand identity  Influencing choices at the point of purchase Indirect (and direct) questioning (Online) Diaries Projective & enabling techniques Ethnography/Observation Recollection © TNS 2013 11
  13. 13. 3 The power of cognitive interviewing © TNS 2013 12
  14. 14. Cognitive interviewing: the power of context Cognitive interviewing was developed in the 1970s by memory researchers Ronald Fischer & Edward Geiselmann. It was adopted by the police to improve the quality and accuracy of eyewitness recall. memory enhancing techniques for It uses a collection of better recall of forgotten or lowinvolvement experiences. © TNS 2013 13
  15. 15. How memory works Cognitive interviewing is based on a set of theories about how memory works. Memory failure is a failure of retrieval. If we have the right codes to retrieve it, we will find it. Contextual factors can help bring back a memory… image… smell… taste… sound… emotion… physical location… © TNS 2013 14
  16. 16. Recreating context Don't ask why! © TNS 2013 15
  17. 17. Sample questions to recreate context 'Your first day in your current job' Anchoring in time     How old were you? What time of year was it? Was it close to a holiday or festival? Weekday / weekend? What else was happening in your life at that time? Environment     © TNS 2013 How was your drive to work? When did you arrive? What did you notice about the building / reception? Where did you first sit down? Describe the area. What was the atmosphere like? What sounds or smells can you remember? Activities      Who was there? What where they doing there? What did they say? What did you have to do on your first day? Describe the tasks. Who did you talk to? 16
  18. 18. An interviewer with particular qualities is required Sample questions  Anchoring in time  Environment  Activities © TNS 2013 Creating a stream-ofconsciousness 'flow'  Not interrupting – allowing the narrative to develop  Allowing some meandering – essential to develop flow  Being comfortable with an unstructured/spontaneous interview flow  Being comfortable with silence  Patience! 17
  19. 19. 4 The Horlicks case study in a nutshell © TNS 2013 18
  20. 20. The Horlicks case study Horlicks is a milk additive. Made of malted barley and wheat flour Horlicks is fortified with vitamins and minerals and needs to be prepared with either hot milk or hot water. © TNS 2013 19
  21. 21. Diagnosing lapsed usage Emotional and functional needs  Being mothered, comforted, cared for  Feeling healthy and nourished  Easing out of the stress of the work, into the warmth of home Social/ cultural norms Habits  Tea and cigarettes in the morning  Long work hours = heavy beverage consumption at office, Soy milk, Green tea Heuristics  Horlicks widely accepted as an adult drink. Option to tea, coffee  Drinks what‘s easily available  Avoid tedious preparation Relevant attitudes and beliefs Physical environment  Investing in health  Avoiding excess sugar  Adult’s don’t need milk © TNS 2013  Beverages available at work – tea, coffee, soup but not Horlicks  Often no milk at home 20
  22. 22. 5 Conclusions & food for thought © TNS 2013 21
  23. 23. Qualitative research is not Behavioural Economics enemy – instead, it's its friend A holistic perspective. © TNS 2013 22
  24. 24. Thank you! Richard Gehling Senior Director Qualitative Research TNS Germany © TNS 2013 23
  25. 25. Qualitative 360 Europe 2014 Gold Sponsor Silver Sponsor Supported by Organised by

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