User Satisfaction Surveys in the Czech Statistical Office Petra Kuncová

Perception Surveys 2002 - CZSO accepted Total Quality Management (TQM) principles STAFF OPINION SURVEY USER SATISFACTION SURVEY RESPONDENT OPINION SURVEY PARTNERS OPINION SURVEY

USER SATISFACTION SURVEYS June-July 2003 January-February 2004 January-February 2005 January-February 2006

Main areas of interest The users The possibility of acquiring information User satisfaction Missing information Special part

Questionnaires Distribution paper form - when distribute Catalogue of Publications, internet version is available at the same time

Basic Results Answers Satisfaction 2004 353 2,24 2005 302 2,29 2006 359 2,04

Main conclusions the more regular the user and the longer the user has used our data, the better the rating of the accessibility of our data the overall rating of the provided statistical information and services improved – from 2.29 to 2.04 if the users come into contact with the Office’s employees, they are satisfied – all of the users rated our employees positively and they also rated our employees’ helpfulness very well

What we do with results? report for headquarters meeting list of actions published on web

Comments, limits, dangers... of surveys just survey, not random sample survey! stability of questions comparing data in time is more important than one-year results number of surveys

Czech Statistical Office Petra Kuncová – kuncova@gw.czso.cz