USER SATISFACTION SURVEYS Laima Griait Deputy Head of

USER SATISFACTION SURVEYS Laima Grižaitė Deputy Head of Public Relations Division Jūratė Petrauskienė Head of Methodology and quality division 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU www. stat. gov. lt

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PROCESSES OF STATISTICS LITHUANIA 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 3 www. stat. gov. lt

4. PROCESSES & SUB-PROCESSES 1. Preparation of statistical information for dissemination: 1. 1. Preparation of paper & e. publications, 1. 2. DB on Internet. Owner. Diss. Stat. Inform. division 2. Provision of services: 2. 1. Press conferences & events, 2. 2. Press releases & media requests, 2. 3. Information on SL activities & products on Internet, 2. 4. ESDS. Owner 1. PR division 2. 5. Library-bookshop services, 2. 6. User requests (charged & noncharged). Owner 2. Diss. Stat. Info. division 3. User Relations Management: 3. 1. User satisfaction surveys, 3. 2. Monitoring of communication & promotion forms, 3. 3. Promotion of activities, products & services, 3. 4. Statistical literacy raising. Owner. PR division 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 4 www. stat. gov. lt

MANAGEMENT OF MEETING USER NEEDS Ø STRONG FOCUS ON STRENGTHENING RELATIONS WITH USERS Ø MEETING NEEDS OF DIFFERENT (SPECIALIZED) USER GROUPS 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 5 www. stat. gov. lt

4. 2. SERVICES + Remote access to the confidential data for scientific purposes 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 6 www. stat. gov. lt

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USER RELATIONS MANAGEMENT – STRATEGIC PROVISIONS (Strategy 2013– 2017) Strategic objective – to improve the quality and accessibility of statistical services and products by rationally using resources and without increasing the statistical reporting burden for respondents q Objective. To strengthen relationship with respondents Task. To strengthen cooperation with respondents Expected results: • • Respondents’ opinion surveys carried out on an annual basis Respondents provided with required statistical information q Objective. To enhance the accessibility of statistical information Task: To expand the dissemination of official statistics through the OSP Expected results: • • • Statistical information produced by all institutions managing official statistics available on the OSP Public data files of at least 6 statistical surveys published The number of values of statistical indicators published on the OSP annually increases at least by 10 per cent 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 8 www. stat. gov. lt

USER RELATIONS MANAGEMENT – STRATEGIC PROVISIONS (Strategy 2013– 2017) q Objective. To develop relationship with users Task. To enhance the society’s interest in official Statistic Expected results: • The average quarterly number of quotations of published statistical information in the regional media – at least 200 • At least 30 statistical literacy tools implemented a year • At least 3 specialised sections created on the OSP • The average annual number of information posts in social networks – at least 200 • At least 3 user groups interviewed every year 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 9 www. stat. gov. lt

USER RELATIONS MANAGEMENT – STRATEGIC PROVISIONS (Strategy 2013– 2017) q Objective. To improve the institution’s image Task. To strengthen the institution’s visibility with the society Expected results: • • At least one post, on average, published a week in a statistical blog At least 2 projects joint projects with other public authorities and nongovernmental organisations implemented 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 10 www. stat. gov. lt

MEASUREMENT OF STATISTICAL OUTPUT & USER-RELATED ACTIVITIES IN SL User requests Average internet visitors per day 2013 2012 2011 2010 Media coverage 2009 Press releases 0 5000 10000 15000 20000 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 11 www. stat. gov. lt

SYSTEM OF USER SATISFACTION SURVEYS 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU www. stat. gov. lt

USER SATISFACTION SURVEY PRINCIPLES, 2005 -2014 Approach Target groups Questions 1. Survey objective + 1. General public Regular Co. P: 2. User-group surveyed + 2. Public administration institutions (inc. municipalities) 1. Clarity 4. Survey programme, data collection means & & form + 3. Students & school children 3. Reliability 5. Anticipated results & usage + 5. Media 5. Awareness 6. Politicians 6. Quality 3. Periodicity 6. Feedback with users & possible improvements + 4. R&D community + 7. Business 8. International org. + 9. Embassies 2. Sufficiency 4. Relevance National interest: + Other 4– 5 depend on topicality of issues 10. NGOs 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 13 www. stat. gov. lt

WEB-RELATED USER SURVEYS 1. Web accessibility (monthly, quarterly) 2. Web users registered to Alert-me services (monthly, quarterly until 2013) 3. Opinion poll of web visitors (regulary – e. quest, statistical reporting, availability of data. Censuses, regional data)(*) Importance & impact on improvements Low cost, but low response rate Not representative 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 14 www. stat. gov. lt

WEB SURVEYS Alert-me Registration to press releases & publications 2005 2006 I 155 305 200 7 334 II 293 125 229 III 179 199 IV 270 206 Total 897 835 Q 2008 Web accessibility, 2011– 2013 by Q 2009 2010 2011 230 171 117 167 153 154 106 82 120 128 69 61 145 159 103 91 73 830 662 556 383 By user group User group Media Business Public adm. Politicians Int. Org. R&D community Children, students Embassies NGOs Other Total LT 196 520 208 19 43 87 441 9 81 624 2228 Foreign 14 12 14 0 8 16 2 3 1 49 119 Total 210 532 222 19 51 103 443 12 82 673 2347 Top themes Theme 15 LT EN Total General st. 1857 92 1949 Economy & finance 1553 103 1656 Population & social st. 1644 71 1715 Business st. 1671 89 1760 Agriculture 1038 47 1085 Foreign trade 1292 87 1379 Transport & comm. 1186 51 1237 Environment & energy 1143 58 1201 Science & techn. 1381 46 1427 www. stat. gov. lt

Requests by user group Media Busine Public s administ ration Poli tics Internatio nal organizati ons Resea Student rchers s, pupils Amba sies NGO’s Other 2012 534 1266 34 69 170 757 66 109 868 2011 750 1861 1459 53 21 241 986 30 175 984 2010 804 1762 1441 101 15 183 1129 70 148 805 2009 1274 5515 2985 200 169 675 1733 309 145 1779 2008 1706 6031 3838 169 301 793 1571 380 343 2012 2007 1411 4091 3445 288 230 939 1367 464 320 2039 2006 1427 4628 3243 215 323 1041 1510 552 422 2116 2005 1182 2824 2428 208 411 606 1273 358 331 1085 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 16 www. stat. gov. lt

Web Opinion Polls q q q Respondents opinion poll 2012 0, 03 % Poll about social networks 0, 006 % Poll about DB 0, 004 % Poll about ways of dissemination 0, 003 % Usage of European statistics 0, 003 % q New Official Statistics Portal q “Prices of 100 goods and services” euro related 2, 5 % q Respondents opinion poll 2014 0, 9 % 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 17 www. stat. gov. lt

Routine surveys Quarterly 1. Eurostat data users (ESDS) 2. Incoming user-requests Annual/quartely 3. Number of quotations of published statistical information Annual/quartely Importance & impact on improvement varies Low cost, low response rate 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 18 www. stat. gov. lt

ROUTINE SURVEYS Eurostat support Number of support requests per USER TYPE Private user Student or Academic Commercial company/enterprise Press & other media EU institution/agency International organisation Public administration/Government Political parties & political organisations Other TOTAL number of requests 2005 2006 2007 2008 2009 2010 2011 12 13 23 18 10 83 99 79 153 164 25 49 40 22 14 12 11 1 0 50 2 2 49 0 4 189 25 1 14 128 136 104 88 41 31 45 37 31 42 42 41 28 17 28 1 0 29 1 0 30 2 2 41 2 0 31 1 1 26 1 1 24 1 0 16 0 0 2 1 2 228 4 187 17 283 0 302 3 258 8 271 8 195 23 202 19 20 2012 2013 www. stat. gov. lt

User requests by theme 2013 Environment and energy; 6 % Science and technology; 6 % Transport and communications; 5% General statistics; 12 % Regional; 6 % Macroeconomics; 10 % Foreign trade; 12% Agriculture; 8 % Population; 27 % Industry, trade, services; 8 % 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 20 www. stat. gov. lt

PUBLIC OPINION POLLS - ANNUAL 1. General Public opinion poll 2013 – made by Population census & Survey organisation division 2. Specialised user group poll (3 a year on rotation, repeated in 2 -3 years) Untill 2013 – outsourced Since 2013 – internet based Importance & impact on improvements Objective & representative Expensive 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 21 www. stat. gov. lt

OUTSOURCED USER SATISFACTION SURVEYS, 2005– 2014 General Public opinion poll 2005– 2014 Specialised: Public administration 2005 & 2008 & 2012 & 2014 Business community 2007 & 2013 R&D community 2007 & 2013 Secondary schools 2007 Students 2013 Media 2008 & 2012 & 2014 Embasies 2012 Politics 2014 22 www. stat. gov. lt

User surveys – instrument for gaps’ identification & development R&D community 2007, 2013 anonymous primary DBs for analytical purposes, DB, public files, anonymized datasets, Remout access for confidential data Business community 2007, 2013 e. data collection, classifications, training on DB School community 2007 web school for 5 -8 grades Public administration 2005, 2008 & 2012 comparable international data, training on SL DB, Estat DB, OSP personalisation Media survey 2008, 2012 special media corner, training on DB & concepts, Agro & Population census General public opinion poll (2005 -2011) wider range of services OSP, historical data, fresh info, simple explanations, social media(FB), statistical blog, historical publications. 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 23 www. stat. gov. lt

Business society 2013 § Target group: business community, actual or potential users of statistics § Territory: LT § Objective: identify approach of business community about statistics, quality needs & expectations § Survey method: Internet based (2007 outsourced); 359 answers collected (2007 – 400) § Questions: 15 + demographic data (size of enterprise, county, etc. ) 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 24 www. stat. gov. lt

Respondents 2014 § Target group: Respondents, potential users of statistics § Territory: LT § Objective: identify approach of respondents about statistics e. quetionaires § Survey method: Internet based OSP; 2611 answers collected § Questions: 5 related to e. questionaires and statistics 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 25 www. stat. gov. lt

Students 2013 §Target group: Students, actual or potential users of statistics §Territory: LT §Objective: Clarify approach about quality of services & products, identify needs & expectations §Survey method: Internet based 216 answers collected §Questions: 15 + 1 demographic question (area of studies) 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 26 www. stat. gov. lt

Researchers 2013 §Target group: LT scientific & research community (scientific research institutes, universities, market analysis institutions) §Territory: LT §Objective: identify approach on quality of statistics, needs and expectations §Survey method: Internet based (2007 outsourced); 113 answers collected (2007 – 499) §Questions: 15 + 2 demographic questions (area of studies, age, etc. ) 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 27 www. stat. gov. lt

KEY DEVELOPMENTS IN USER SURVEYS New methodology on user surveys was developed (not aproved) WEB-RELATED SURVEYS § Incorporate Ad-hoc focus groups into System of User satisfaction surveys to test new web solutions INTERNET BASED SURVEYS § Introduce questions to observe certain fields of statistics, image, confidence ex. OECD § Purify target audiences by filtering actual users & concentrate on 2 user blocks: § 1. not using statistics – to stimulate usage by means of promotion of services and statistical literacy § 2. using statistics – to offer more individualised services, improve quality of products & services, encourage to correctly interpret & use for decision-making ROUTINE SURVEYS 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 28 www. stat. gov. lt

USER SATISFACTION INDEX Based on Co. P principles Clarity Sufficiency Reliability / trust Relevance Based on national needs Awareness, visibility & image 5 characteristics = SI SI methodology & formula produced 2007, approved Jan. 2008 Calculated from replies to 5 regular questions in annual General Public opinion poll since 2005 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 29 www. stat. gov. lt

LOGICS TO EVALUATE SI For calculation of index for each question, user satisfaction level for each question is calculated Symmetric ranks of replies (positive/negative) used & weights from survey results set Weights for questions set by users, ccording to their response to the special question on the importance of characteristics. SI = weighted average of indices for every question 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 30 www. stat. gov. lt

Customer satisfaction index is equal to weighted sum of indexes every question ul – weight of question l, m – number of questions used Il(t) – index for question l, k is the rank of positive answers (-k – negative answers) wl, j – weight, evaluated from distribution of answers 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU www. stat. gov. lt

USER SATISFACTION LEVEL BY USER GROUP R&D comm. 2007 Annual general opinion poll 2007 2008 2009 2010 Clarity 56. 0 62. 0 61. 7 74. 2 Sufficiency 79. 0 92. 0 76. 5 Reliability 34. 6 33. 5 Relevance 74. 6 Awareness / visibility General customer satisfaction level (5) 2011 R&D comm. 2013 Business comm. 2007 Business comm. 2013 Media 2008 Media 2012 Public admin. 2008 Public admin. 2012 61. 0 79. 0 58. 0 63. 0 72. 2 91. 7 83. 0 16. 8 60. 0 49. 5 44. 7 40. 7 78. 0 30. 4 51. 0 18. 6 55. 3 85. 2 60. 6 80. 0 67. 6 93. 1 88. 9 98. 2 87, 6 95. 8 98. 6 100 97. 5 100. 0 57. 9 70. 9 77. 4 85. 2 76. 2 2013 70. 0 75. 0 81. 0 72. 5 64. 0 67. 7 64. 0 29. 0 27. 7 32. 4 25. 7 34. 0 61. 1 70. 8 72. 5 59. 6 62. 0 55. 0 50. 0 99. 1 71. 4 73. 8 69. 6 70. 5 49. 0 52. 0 65. 9 98. 1 62. 9 66. 3 61. 9 60. 9 55. 5 63. 0 65. 4 67. 2 Characteri stics 56. 0 94. 0 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 32 www. stat. gov. lt

USER SATISFACTION LEVEL AND INDEX, 2005– 2013 30 -09 -2014 – 02 -10 -2014 Support to Development Process in SSSU 33 www. stat. gov. lt