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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
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PROCESSES OF STATISTICS LITHUANIA
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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
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MANAGEMENT OF MEETING USER NEEDS
 STRONG FOCUS ON STRENGTHENING RELATIONS WITH USERS
 MEETING NEEDS OF DIFFERENT (SPECIALIZED) USER GROUPS
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4.2. SERVICES
+ Remote access to the confidential data for scientific purposes
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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
 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
 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
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USER RELATIONS MANAGEMENT – STRATEGIC
PROVISIONS (Strategy 2013–2017)
 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
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USER RELATIONS MANAGEMENT – STRATEGIC
PROVISIONS (Strategy 2013–2017)
 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
non-governmental organisations implemented
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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
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SYSTEM OF USER SATISFACTION SURVEYS
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USER SATISFACTION SURVEY PRINCIPLES, 2005-2014
Approach
Target groups
Questions
1. Survey objective
+ 1. General public
Regular CoP:
2. User-group
surveyed
+ 2. Public
administration
institutions (inc.
municipalities)
1. Clarity
+ 3. Students &
school children
3. Reliability
3. Periodicity
4. Survey programme,
programme,
data
collection
data
collection
means
& form
means
& form
5. Anticipated results
5. &
Anticipated
usage
results & usage
6. Feedback with users
6. &
Feedback
possiblewith
users & possible
improvements
improvements
+ 4. R&D
community
2. Sufficiency
4. Relevance
National interest:
+ 5. Media
5. Awareness
6. Politicians
6. Quality
+ 7. Business
8. International org.
+ 9. Embassies
+ Other 4–5 depend
on topicality of
issues
10. NGOs
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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
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WEB SURVEYS
Alert-me Registration
to press releases & publications
Web accessibility, 2011–2013 by Q
2000000
1750000
2005
2006
I
155
305
200
7
334
II
293
125
III
179
IV
Total
Q
1500000
2008
2009
2010
2011
230
171
117
167
229
153
154
106
82
1000000
199
122
120
128
69
61
750000
270
206
145
159
103
91
73
500000
897
835
830
662
556
383
383
LT
196
520
208
19
43
87
441
9
81
624
2228
250000
0
By user group
User group
Media
Business
Public adm.
Politicians
Int. Org.
R&D community
Children, students
Embassies
NGOs
Other
Total
1250000
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
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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
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
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Web Opinion Polls





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 %
 New Official Statistics Portal
 “Prices of 100 goods and services” euro related 2,5 %
 Respondents opinion poll 2014 0,9 %
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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
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ROUTINE SURVEYS
Eurostat support
Number of support requests per
USER TYPE
2005 2006
2007 2008
2009
2010 2011
2012 2013
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
0
0
2
1
2
1
2
228
4
187
17
283
0
302
3
258
8
271
8
195
23
202
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
20
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
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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 %
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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
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OUTSOURCED USER SATISFACTION
SURVEYS, 2005–2014
General Public opinion poll 2005–2014
Specialised:
Public administration 2005 & 2008 & 2012 & 2014
Business community2007 & 2013
R&D community 2007 & 2013
Secondary schools 2007
Students 2013
Media 2008 & 2012 & 2014
Embasies 2012
Politics 2014
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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.
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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.)
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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
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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
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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
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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
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USER SATISFACTION INDEX
Based on CoP 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
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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
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Customer satisfaction index
Customer satisfaction index is equal to weighted
sum of indexes every question
m
I l (t )  ul

I (t )  l 1 m
 ul
l 1
ul – weight of question l, m – number of questions used
Il(t) – index for question l,
k
 i  wl , i (t )
I l(t )  i  k
k
 i  w (t  1)
l, i
i  k
k is the rank of positive answers (-k – negative answers)
wl,j – weight, evaluated from distribution of answers
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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
2012
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
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USER SATISFACTION LEVEL AND INDEX,
2005–2013
70
1,35
66.3
1,3
65.4
1,3
65
63.0
62.9
61.9
1,2
1,2
60.91,2
1,24
1,25
1,2
1,2
59.6
60
1,15
55
55.5
1,1
1,1
1,1
53.5
1,05
50
1
2005
1
2006
2007
2008
2009
2010
2011
2012
2013
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