United Nations Economic Commission for Europe Statistical Division

The role of feedback in developing good dissemination practices

Training Workshop on Disseminating MDG Indicators and Statistical Information A

stana, Kazakhstan, 23-25 November 2009

Petteri Baer, Regional Adviser, UNECE

Good user relations are important, because…

   Only used statistical information is useful information Statistics is mainly not produced for the archives If statistics does not serve as a tool for decision making and helping to understand on-going phenomena , it has failed its core function

25.11.2009

Petteri Baer - UNECE Statistical Division Slide 2

If we do not know our users

 We will not know how satisfied or dissatisfied they are with the present services we provide  We will not know about any unmet needs in the field of statistics  It will be difficult to develop services that better fit their information needs.

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Petteri Baer - UNECE Statistical Division Slide 3

Very often you do not really know, who your users are, when you provide services on the internet 25.11.2009

Petteri Baer - UNECE Statistical Division Slide 4

The importance of good contact information

     User lists • • Existing customers and contacts Regular and heavy users of economical statistics Contact directories Feedback contacts  Contact / Customer database  Customer Relationship Management (CRM)

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Petteri Baer - UNECE Statistical Division Slide 5

For good user interaction at least a Customer Database is needed

 For contacting  For surveys on satisfaction or dissatisfaction  For presenting new targeted services  For other forms of interaction

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Petteri Baer - UNECE Statistical Division Slide 6

Customers Mana gement Adminis tration

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Customer Database

F

unctions

I

nformation providers

I

nformation users Customer service Development projects Customer intelligenc e Lead intelligence Contact intelligence Campaign intelligence Product development Informatio n retrievals Quote intelligence Project intelligence Sales Project

Petteri Baer - UNECE Statistical Division

groups Marketing

Slide 7

Statistical agencies profit much from active and critical feedback (1)

  Having more feedback will help us to develop our services Interaction with critical customers will help us in having

a positive pressure on performing better 25.11.2009

Petteri Baer - UNECE Statistical Division Slide 8

Statistical agencies profit much from active and critical feedback (2)

 A demanding customer is like a grain of sand within the mussel. It doesn’t feel good but the result may be a beautiful pearl!

  Thank you for your attention!

[email protected]

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Petteri Baer - UNECE Statistical Division Slide 9

Remember!

  

Only used statistical information is useful statistical information!

Thank you for your attention!

[email protected]

Petteri Baer - UNECE Statistical Division Slide 10 25.11.2009