– Support to Development Process in SSSU USER SATISFACTION SURVEYS Laima Grižaitė Deputy Head of Public Relations Division Jūratė Petrauskienė Head of Methodology and quality division

– Support to Development Process in SSSU2

– Support to Development Process in SSSU PROCESSES OF STATISTICS LITHUANIA 3

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. I nformation on SL activities & products on Internet, 2.4. ESDS. Owner 1. PR division 2.5. Library-bookshop services, 2.6. User requests (charged & non- charged). 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 – Support to Development Process in SSSU4

MANAGEMENT OF MEETING USER NEEDS – Support to Development Process in SSSU  STRONG FOCUS ON STRENGTHENING RELATIONS WITH USERS  MEETING NEEDS OF DIFFERENT (SPECIALIZED) USER GROUPS 5

SERVICES – Support to Development Process in SSSU + Remote access to the confidential data for scientific purposes 6

– Support to Development Process in SSSU7

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 – Support to Development Process in SSSU8

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 – Support to Development Process in SSSU9

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 – Support to Development Process in SSSU10

MEASUREMENT OF STATISTICAL OUTPUT & USER-RELATED ACTIVITIES IN SL – Support to Development Process in SSSU11

SYSTEM OF USER SATISFACTION SURVEYS – Support to Development Process in SSSU

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

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 – Support to Development Process in SSSU14

WEB SURVEYS Alert-me Registration Web accessibility, 2011–2013 by Q to press releases & publications By user group 15 Q I II III IV Total User groupLTForeignTotal Media Business Public adm Politicians190 Int. Org R&D community Children, students Embassies93 12 NGOs81182 Other Total ThemeLTENTotal General st Economy & finance Population & social st Business st Agriculture Foreign trade Transport & comm Environment & energy Science & techn Top themes

Requests by user group MediaBusine s Public administ ration Poli tics Internatio nal organizati ons Resea rchers Student s, pupils Amba sies NGO’sOther – Support to Development Process in SSSU16

Web Opinion Polls  Respondents opinion poll ,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 ,9 % – Support to Development Process in SSSU17

Routine surveys – Support to Development Process in SSSU 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 18

ROUTINE SURVEYS 19 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

User requests by theme – Support to Development Process in SSSU20

PUBLIC OPINION POLLS - ANNUAL – Support to Development Process in SSSU 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 21

22 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

User surveys – instrument for gaps’ identification & development – Support to Development Process in SSSU 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 ( ) wider range of services OSP, historical data, fresh info, simple explanations, social media(FB), statistical blog, historical publications.FB 23

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.) – Support to Development Process in SSSU24

Respondents – Support to Development Process in SSSU  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 25

Students – Support to Development Process in SSSU  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: demographic question (area of studies) 26

Researchers – Support to Development Process in SSSU  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: demographic questions (area of studies, age, etc.) 27

KEY DEVELOPMENTS IN USER SURVEYS – Support to Development Process in SSSU 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. OECDOECD  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 28

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 Calculated from replies to 5 regular questions in annual General Public opinion poll since – Support to Development Process in SSSU29

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 – Support to Development Process in SSSU30

– Support to Development Process in SSSU Customer satisfaction index Customer satisfaction index is equal to weighted sum of indexes every question u l – weight of question l, m – number of questions used I l (t) – index for question l, k is the rank of positive answers (-k – negative answers) w l,j – weight, evaluated from distribution of answers

USER SATISFACTION LEVEL BY USER GROUP – Support to Development Process in SSSU32 Characteri stics Annual general opinion poll R&D comm R&D comm Business comm Business comm Media 2008 Media 2012 Public admin Public admin Clarity Sufficiency Reliability Relevance ,6 Awareness / visibility General customer satisfaction level (5)

USER SATISFACTION LEVEL AND INDEX, 2005– – Support to Development Process in SSSU33