Contents Contents Introduction 1 - Our panel 1.1 Recruiting new members 1.2 Quality of the base 1.3 Quality of individual respondents

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2 Contents Contents 2 Introduction Our panel Recruiting new members Quality of the base Quality of individual respondents Profile individual respondents Quality of the organisation Representativeness of the sample Specialty panels 7 Business panel 7 Medical panel 7 Automotive & mobility panel 8 Financial panel 8 Data and telecommunication panel 9 Drinking and smoking panel 9 Home & family panel 10 Media panel 10 Travel panel 10 Immigrants & religion panel 11 Academics panel 11 3 Demographics Our expertise Members privacy 14 2

3 Introduction Clix has been managing and building an international panel since We combine our extensive experience in the field of online market research with advanced technologies to conduct online field surveys for a large number of market research bureaus and agencies. We differ from other panels in the fact that we prefer to invest in capacious panels in fewer countries rather than having many tiny panels in several countries. We continue to invest in evolving and further developing our online panels in the Netherlands, Germany and Belgium. Clix is a member of the Marktonderzoekassociatie (MOA) in The Netherlands and Esomar, the European umbrella organisation of market research agencies. Clix complies with all the rules of conduct, such as those drawn up by Esomar. Clix also follows the rules of conduct formulated by the MOA, the Vereniging voor Statistiek en Onderzoek (VSO) and the Vereniging voor Beleidsonderzoek (VBO). On the 10th of March 2009 the International Organization for Standardization (ISO) handed out the quality mark ISO to Clix. Since 2010 Clix also obtained the quality mark ISO for Germany and Belgium. ISO describes to which norms a panel for market-, opinionand social-scientific research has to answer. Research that is distributed by Clix will always be gratified by this quality mark. In this document we shall outline the history and foundation of our panel in the Netherlands, Germany and Belgium. We will provide you with information regarding our policies and procedures, specialty panels, panel demographics and expertise. 3

4 1 - Our panel The quality of a panel can make or break the quality of the market research. We have been busy building the largest, most diverse online panel for years now. Our respondents follow a double opt-in procedure whenever they sign up. We then strengthen the budding relationship with these new members via a clever retention programme, based on attention, trust and honesty. Clix holds the biggest active panel in the Netherlands with active members for online market research and is about to build the biggest panel in Germany with active panel members, in Flanders with more than members and Wallonia with members (count: 1 January 2016). In view of the panel s scope, combined with our extended member profiles, we are able to generate every favoured sample. We offer our members the opportunity to provide their profile details, which will only be used to target members for specific market research projects. By giving these details and keeping their profile up to date, members indicate they are willing to participate in your market research. 1.1 Recruiting new members Members are recruited via text links, banners, campaigns, mouth-to-mouth advertising, editorials and an extensive partner network. We have been applying multi-sourcing selection to recruit new members since the very start. Diversity is vitally important in the composition of a panel. Special recruitment campaigns are developed for pensioners and foreigners. Structural cooperation with reputable web partners, comprehensively tested banner promotions and simple registration procedures are factors for success and ensure a continuous influx of new high quality members. Every new member consciously and unequivocally chooses to participate in the online market research. Clix was one of the first companies to introduce a double opt-in registration process. This means that every new member that registers via the website must also react positively to the they are sent. In addition, the members once again confirm that they really want to participate in your market research by giving their details and keeping their profile up to date. Clix can approach the smallest of target groups, no matter how complex your research. Furthermore, it is possible to make each sample fully representative of both the online and the offline population. 1.2 Quality of the base The quality of the panel makes or breaks the quality of the fieldwork completed. The commitment of the panel members is a central factor. Did you know that we personally congratulate our members on their birthdays and they receive our best wishes and personal attentions on Valentine s day and holidays? The relationship that we have with our members is central to what we do. 4

5 It is also interesting to know that only a very small percentage of our members end their membership within the first 6 months. Our panel is our most important asset. That is why, over the years, we have developed an extensive management programme to keep members involved. Here are a few of the components of this programme: Keeping the members profiles up-to-date on a periodical basis. Daily and monthly deletion of inactive members, bounced addresses and people who indicate they wish to stop, ensures that only the most committed members are invited to participate in market research. Periodical removal of members who have filled in suspicious questionnaires on two occasions, who will then no longer be invited. Continuous monitoring of the commitment of individual members. Optimal rewards (not too high) for members that participate in research projects. Internal antifraud procedures and check points to screen the integrity of new members. The trust between Clix and its members is completely based on the fact that the members know that we protect their privacy. We do not supply a single piece of personal information to third parties. Data can only be collected in a fully anonymous way. That is why Clix goes as far as using two completely physically separated infrastructures: one for the data collection for market research and one for panel management, where the contact details of the panel members and the profile provided is stored. The physical separation of the systems ensures our members privacy is fully protected and that confidential market research data is not used for other purposes than those they were collected for. 1.3 Quality of individual respondents The reliability of the respondents filling in the questionnaires is essential to the quality of online data collection. Usually, respondents who fill in lists without giving the questions proper consideration, do this on a structural basis. Clix has developed a programme to structurally and continually determine the quality of respondents. This programme consists, among others, of the following factors: 1. Speed. This is based on a comparison of how fast the questionnaire is filled in by the respondent and the average speed of all the respondents. 2. Analyses of the profile characteristics. Impossible or in consistence changes of these characteristics will be monitored. members will be confronted with these changes if this occurs multiple times. 3. Limited number of accounts per IP-address and per bank account. 4. Daily quality checks of accounts and profile characteristics. 5

6 Clix uses these reliability checks on respondent level to place respondents who have given an unreliable response on a grey list. If a respondent has been placed on the grey list twice in one year, the respondent is placed on the black list. This respondent will no longer be invited for online questionnaires by Clix. 1.4 Profile individual respondents Clix is one of the few panel administrators who continuously monitor the quality of the questionnaires filled in by respondents. Clix also maps what type of person a respondent is. The following profile characteristics are collected: Types of surveys joined over the last 12 months Number of surveys in the last week Number of surveys in the last month Date of last survey joined Motivation to become a member Number of memberships of other panels Based on these details, Clix can exclude professional respondents or compile samples in which the different types of respondents are represented. 1.5 Quality of the organisation Clix is a member of the Marktonderzoekassociatie (MOA) in The Netherlands. At the same time Clix complies with all the rules of conduct such as those set up by Esomar, the European umbrella organization for market research companies. Since March 2009 we also obtained the quality mark ISO as one of the first research companies in the world. Since 2010 Clix obtained the quality mark ISO for Germany and Belgium. Clix represents the Netherlands in an international discussion board, on request of the MOA, in order to formulate guidelines and standards for online data collection procedures worldwide. 1.6 Representativeness of the sample At Clix we collect a large number of details from our members and the members keep these details up-to-date on their own initiative. This ensures that Clix can compile very specific samples. Few respondents drop out, because the response and participation of the members is constantly ensured. Clix can always compile fully representative samples based on the large amount of members. Complex stratified samples with internal divisions are also possible. The compilation of the total Clix base is not important. It is more important that Clix ensures each sample, no matter how small the target group, can be compiled in such a way that it is completely representative for both the online and the offline population. 6

7 2 - Speciality panels Clix has set up the following speciality panels in each of the different countries. Based on these details, Clix can invite a specific type of respondent to your survey. This means less respondents are screened out and the fieldwork takes less time. Besides this, we can use the details to estimate whether the desired number of respondents can be obtained. The number of respondents within each speciality panel differ from time to time. sizes can be delivered upon request. Business panel The Clix business panel consists of members who have indicated that they would like to be invited for online surveys on business subjects. These members have entered the following details: Active or non-active in the labour market Number of employees in the company Profession Job description Decision making authority regarding purchasing Sector Yearly income Medical panel The Clix medical panel consists of members who have indicated that they would like to be invited for online surveys on medical subjects. These members have entered details about their own health and the health of their family. The following details are known: General health Exercises yes/no Wears glasses/wears contacts/had laser treatment on eyes Use of pain killers Use of medication Use of other products Health problems Health problems of other family members 7

8 Automotive & mobility panel The Clix automotive panel consists of members who have indicated that they would like to be invited for online surveys on (public) transport, mobility or automotive subjects. The following details are known about these members: Driver s license yes/no Motorcycle license yes/no Use of a car Other vehicles in possession Car ownership New or second-hand Mileage per year Make of car Manufacturing year of car Original price of car State of maintenance of car Purchase plans new car Member of motorist organizations Use of train, bus, underground and tram Financial panel The Clix financial panel consists of members who have indicated that they would like to be invited for online surveys on financial service providers, products or services. These members have entered the following details: Type of health insurance Insurance company/companies Other type of insurances Customer of which bank(s) Financial products Credit card(s) Interest in financial services Home owner yes/no Value of house Duration of mortgage Available free capital Gross family income 8

9 Data and telecommunication panel The Clix data and telecommunication panel consists of members who have indicated that they would like to be invited for online surveys on data and/or telecommunications related subjects. These members have entered the following details: Possession of mobile phone Mobile network provider Type of subscription Mobile phone or PDA/smartphone manufacturer Use of mobile phone Monthly phone bill Internet provider Internet purchases Type of Internet connection Type of television connection Cable provider Type of home telephone connection Drinking and smoking panel Members who have indicated that they buy (hard) spirits or smoke a specific brand of cigarettes can be invited via this specialty panel Drinking and smoking. The following details are known of the members who have registered for this panel: Smoker yes/no Number of cigarettes a day Brand of cigarettes smoked Purchase behaviour non-alcoholic beverages Purchase behaviour alcoholic beverages Drinking behaviour non-alcoholic beverages Drinking behaviour alcoholic beverages 9

10 Home & family panel This panel consists of members who have entered information on the following subjects: Main breadwinner yes/no Marital status Number of persons in the household Number of children living at home Date(s) of birth children living at home Gender of children living at home Profession of working family members Pets Energy supplier Person responsible for daily groceries Primary supermarket Media panel The Clix media panel consists of members who have indicated that they would like to be invited for online surveys on media related subjects. They have given details on their media consumption, so that they can be specifically invited for these types of surveys. The following details are known: TV station most frequently watched Favourite network Favourite TV programs Radio stations listened to Subscription to magazines/bought at the newsagent s Subscription national newspaper(s)/bought at the newsagent s Subscription regional newspaper(s)/bought at the newsagent s Subscription TV guide(s)/bought at the newsagent s Travel panel The Clix travel panel consists of members who have indicated how often they travel, to which countries and by which method. A distinction is made between business travel and personal travel. The following details are known: Number of personal/business trips abroad Method(s) of travel Country/countries visited 10

11 Immigrants & religion panel More and more surveys are conducted under selective target groups, such as first and second generations of immigrants or people with a specific lifestyle or religion. The immigrants and religion panel consists of members who have provided the following details: Country of birth Country of birth of father Country of birth of mother Religion Surveys stratified by country (or non-stratified surveys) are especially successful when conducted under second generation immigrants. It is also possible to boost existing samples by selecting immigrants with a specific ethnic background. Academics panel We regularly conduct surveys under respondents with a degree in a specific subject or who are working in a specific sector. Clix has created a speciality panel consisting of respondents who have finished their higher or university education or are studying for their degree. Information about the educational field is known, as are the following details: Highest level of education completed Field of study Graduation year Present study Field of present study Expected year of graduation 11

12 3 Demographics In this section we will provide you our recent panel demographics for the Netherlands, Germany, Flanders and Wallonia. The Netherlands Germany GENDER Male Female 39,9% 60,1% 49,5% 50,5% GENDER Male Female 57,1% 42,9% 49,5% 50,5% AGE years years years 60 + years 22,7% 29,7% 30,8% 16,8% 21,0% 23,0% 26,7% 29,2% AGE years years years 60 + years 28,3% 27,2% 30,4% 14,1% 21,5% 23,7% 25,7% 29,1% ETHNICITY Dutch Other 85% 15% * 66% 34% ETHNICITY German Other 77% 23% * 91% 9% EMPLOYED Employed Not Employed % 30% * 66% 34% EMPLOYED Employed Not Employed % 30% * 79% 21% EDUCATION Elementary LBO MAVO/VMBO HAVO VWO MBO HBO WO Other HOUSEHOLD INCOME euro euro euro euro euro euro euro + 3% 8% 15% 8% 4% 32% 21% 9% 1% * 25% 23% 21% 13% 12% 4% 2% * EDUCATION Grundschulabschluss Hauptschulabschluss Lehre Realschulabschluss Abitur Ausbildung Fachhochschulabschluss Universitätsabschluss Promotion/Habilitation Andere Keine HOUSEHOLD INCOME euro euro euro euro euro euro euro + 1% 9% 13% 19% 15% 21% 8% 8% 1% 3% 2% * 37% 21% 14% 10% 10% 4% 4% * 12

13 Wallonia GENDER Male Female 48,0% 52,0% 48,7% 51,3% Flanders GENDER Male Female 51,7% 48,3% 49,4% 50,6% AGE years years years 60 + years 19,2% 29,6% 30,6% 20,6% 21,5% 23,9% 25,8% 28,8% AGE years years years 60 + years 24,2% 25,0% 32,0% 18,8% 19,8% 23,2% 26,3% 30,7% EDUCATION École primaire ESG EST ESP ESA École supérieure Universi Post-universitaire/soutenant Autre 6% 19% 15% 15% 1% 27% 12% 2% 3% * EDUCATION Lager Onderwijs BuSO ASO KSO TSO BSO Hogeschool Universiteit Anders 5% 3% 16% 1% 16% 14% 29% 11% 5% * *The above presented numbers represent the members within our panel who have chosen to fill in the panel characteristics offset against the entire panel population. 13

14 4 - Our expertise We are online fieldwork specialists and do not compromise on representativeness, integrity and quality of the data that our members generate. We are proud of our specialist knowledge and regularly advise experienced market researchers on the length and content of questionnaires, reward structures and techniques to generate an optimal sample and response. A project team is set up for every project. The project leader is your permanent contact person. Various fields of expertise are present in each project team to ensure that all of the operational aspects of the project are protected. We are very client-oriented. Each one of our clients places different demands on project layout and project times as well as the type of files delivered. This means that after a while we become totally interactive, which means that projects can be executed more efficiently. 4.1 Members privacy The privacy policy that we employ is also based on the code of conduct of Esomar, the European umbrella organization for market research agencies. Furthermore, we implement additional EMMA requirements and do what we have promised our members. Our guarantees to our members: Our members addresses and profile details are exclusively used to invite them to participate in relevant market research. Their profile details, needed to invite them to online market research, will be used exclusively for the purposes of these targeted invites. Market researchers only receive information from us in the form of anonymous profiles. Members personal details will never be distributed to others. All profile details and all details that members fill in during market research will be separated from their name, address, address and other personal details. That is why we have set up completely separate systems where both types of details (market research details and personal details) are not physically located in the same file or system. At the same time, our infrastructure and software are protected to prevent others from gaining access to our members personal details. Their participation in market research is completely voluntary. We never use market research to deceitfully offer them products or services. Members can decide at any moment to no longer receive invites for market research. They can also decide at any moment to cancel their membership and delete their details. 14

15 Our policy concerning the handling of our members privacy complies with the (new) Personal Information Protection Law (Wet Bescherming Persoons-gegevens, WBP ). Furthermore, Clix is registered with the Registratiekamer (number P ). The cookies that we use contain no personal details and are only used to track our members participation. We use temporary cookies, files that are saved on their PC to recognize them and allow them to automatically access our website. 15