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Opinion Research Services FAQs

We are currently working with a Swansea-based research company called Opinion Research Services. If you receive a call from them - this telephone number will appear: 01792 824661.

Frequently asked questions

Who are Opinion Research Services (ORS)?
Opinion Research Services (ORS) are a social research organisation based in Swansea that works on behalf of a number of local governments, county councils, police forces, health and fire services etc. They are a member of the Market Research Society and are registered under the Data Protection Act.

Why were they calling me?
ORS have been commissioned by Swansea Council to contact residents to measure levels of satisfaction with services provided by the council.

"But, my phone number is ex-directory" / "Where did you get my number?"
ORS try to ensure that a wide cross-section of local residents are interviewed, using tried and tested research methodologies. As ORS are not making sales or marketing calls they are not required to exclude numbers that may be ex-directory and/or on the Telephone Preference Service (TPS). To see how/why ORS are exempt from screening against the TPS: http://www.tpsonline.org.uk/tps/contactfaq.php.

How is this done?
ORS utilise a system called Random Digit Dialling (RDD). A third of the telephone numbers that are used are taken from an existing database; The remainder chosen at random.

"They called my mobile phone"
ORS also obtain some mobile numbers from companies that specialise in providing 'contacts' to research companies - usually https://www.sampleanswers.com

Will they just keep calling me?
The Swansea residents survey uses a five call algorithm, meaning that each contact number will be called a maximum of five times (unless otherwise requested by the respondent they are calling).

Do ORS make silent calls?
Some call centres use a technology called predictive dialling where calls are placed by a computer before there is an agent ready to take the calls. This can lead to people receiving silent calls. We do not make silent calls.

You called me at 8.30 in the evening, couldn't you call at a more sociable time?
We generally make our calls from 2.00pm - 9.00pm on weekdays and 10.00am - 6.00pm at weekends. We find that the best time to catch people at a convenient time is in the evening. 

I was told I was too old to take part!
When conducting research, ORS need to ensure that the residents they interview are representative of the population of the area in which they are undertaking the research.
For example, if 35% of Swansea residents are aged 55 or older, then they would need to ensure that around 35% of the people they interview are aged 55 or older.

But they asked me for personal information
The only 'personal questions' they ask relate to: 

  • Postcode, age, employment status: they ask this at the beginning of the survey to ensure that they talk to a representative cross-section of people so that they can be sure as possible that the responses they collect are a true reflection of the views of the whole population.
  • Disability, ethnicity: at the end of the survey to further ensure that views of a whole range of residents are captured and better understand any differences in opinion. These questions are optional.

Is it safe to take part?
Yes it is safe. As mentioned above, this research is carried out purely for the purpose of understanding satisfaction levels with Swansea Council. Furthermore, all survey responses are treated in the strictest of confidence and only anonymous results and reports are provided to the council (unless otherwise requested by the respondent themselves). 

Will my details be passed/sold on?
Absolutely NOT.

Do I have to take part?
No you do not. However, if you do not wish to participate in the study, it is much better to answer the call and advise the interviewer that you'd rather not take part; this will ensure that we don't call you again. If the call is not answered, ORS may assume that you are busy and try again at a later date.

If you have any questions, please do not hesitate to contact the ORS Call Centre Manager, Robyn Griffiths, directly:
Tel: 01792 824970, 9.00am - 9.00pm
Email: robyn.griffiths@ors.org.uk

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