ISO 20252:2019
Market, opinion and social research, including insights and data analytics — Vocabulary and service requirements
This document establishes terms, definitions and service requirements for service providers conducting market, opinion and social research, including insights and data analytics (hereinafter referred to as "service providers").
Non-market research activities, such as direct marketing, are outside the scope of this document.
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Core requirements for market, opinion and social research
4.1 Core framework
4.1.1 Statement of applicability
4.1.2 Confidentiality of research
4.1.3 Documentation and records management
4.2 Personnel and infrastructure responsibilities
4.2.1 Personnel and organisational responsibilities
4.2.2 Personnel — Performance management
4.3 Information security
4.3.1 Information security risk framework
4.3.2 Information handling
4.3.3 Information security controls
4.3.4 Information security training and awareness
4.4 Subcontracting services
4.4.1 General
4.4.2 Subcontracted project work
4.5 Planning, delivery and reporting on projects and research work
4.5.1 General
4.5.2 Client relationship management
4.5.3 Project, work requests or other responses to offer services
4.5.4 Providing deliverables to the client
4.6 Management review and improvement
4.6.1 Input
4.6.2 Output
4.7 Internal audits
4.8 Legal requirements
Annex A (normative) Sampling including access panels
Annex B (normative) Fieldwork
Annex C (normative) Physical observation
Annex D (normative) Digital observation
Annex E (normative) Self completion
Annex F (normative) Data management and processing
Bibliography
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Core requirements for market, opinion and social research
4.1 Core framework
4.1.1 Statement of applicability
4.1.2 Confidentiality of research
4.1.3 Documentation and records management
4.2 Personnel and infrastructure responsibilities
4.2.1 Personnel and organisational responsibilities
4.2.2 Personnel — Performance management
4.3 Information security
4.3.1 Information security risk framework
4.3.2 Information handling
4.3.3 Information security controls
4.3.4 Information security training and awareness
4.4 Subcontracting services
4.4.1 General
4.4.2 Subcontracted project work
4.5 Planning, delivery and reporting on projects and research work
4.5.1 General
4.5.2 Client relationship management
4.5.3 Project, work requests or other responses to offer services
4.5.4 Providing deliverables to the client
4.6 Management review and improvement
4.6.1 Input
4.6.2 Output
4.7 Internal audits
4.8 Legal requirements
Annex A (normative) Sampling including access panels
Annex B (normative) Fieldwork
Annex C (normative) Physical observation
Annex D (normative) Digital observation
Annex E (normative) Self completion
Annex F (normative) Data management and processing
Bibliography