Market research firm Toluna has implemented the requirements of ISO 20252:2019 into their quality management system with support from Assent Risk Management.
About Toluna
United States based Toluna is an online market research company and survey platform providing services to clients globally.
About the Project
In some supply chains it has become a requirement to adopt and certify to ISO 20252, the standard for Market Research and Opinion Polls.
The company already operated many good practices but needed to formalise some areas of its quality management system and prepare for external auditing.
Our Approach to ISO 20252
Assent assigned ISO 20252 Consultants Robert Clements and Danny Lee to conduct a gap analysis exercise, working across Toluna teams, guided by Toulna’s Global Head of Quality Marie Hense.
The gap analysis processes involved a series of online meetings where open discussions were held to assess the extent of Toluna’s current compliance with the standard, and advise on improvements.
Following the gap analysis various actions were assigned to relevant teams and a deadline was set for documentation and practices to be updated.
The second phase of the project involved a full document review by Assent, who meticulously read through the material from an auditor’s perspective and advised on potential weaknesses.
Attested Annexes in ISO 20252
ISO 20252 contains six annexes that organisations can attest to, covering various aspects of the market research industry.
Toluna is attesting to Annex A for Sampling including Access Panels and Annex E Self Complete.
Client Quote
“Working towards our first ISO 20252 certification was no small feat, but the support we received from Rob and Danny made all the difference. Their deep knowledge, methodical approach, and impeccable organisation of the certification process helped us navigate the complexity with confidence. They guided our quality processes and helped us ensure that we were fully prepared for both the internal and external audits. We’re incredibly grateful for their partnership and expertise.”
Consultant Quote
“Danny and I really enjoyed working with the Toluna team who demonstrated a commitment to continual improvement of their processes and procedures, which is at the core of ISO 20252.
We wish them all the best with upcoming audits and continual maintenance of the quality system.”
