Workshop of « Best practices » Luxemburg 25-26 January 2010 ESDS network performance evaluation Anonymous User Test Summer 2009 Norbert Reinert / Lucia Ruckova Central Support Team

Anonymous Test report index: Objectives of this Anonymous Test Request Evaluation Results General findings and recommendations

Objectives of this Anonymous Test October 2008, new communication tool: Assist The Anonymous Test was sent to the support centre’s accounts 3 indicators were evaluated: - Quality of the answer provided - Quality of the service - Response time

Request Dear Ms./Sirs, Do you have any information on the percentage and/or amounts saved by European Union households from their income in 2008? As I would like to compare the 2008 data with previous years, I would be grateful for all the years that are available.

Evaluation QUALITY Points Data Savings and saving rates 28 Bonus   Points Data  Savings and saving rates 28 Bonus  Explaining how to extract data, registration 2 Dedicated section 3 Publication 8 Metadata Explaining when 2008 data is available and link to metadata 11 Total QUALITY 50 SERVICE Invite the user to come back and promotion of Eurostat Signature Answer in the name of Eurostat / Telephone number / Working hours / E-mail / Disclaimer / Website 10 Total SERVICE DELAY First contact in 24h Total DELAY TOTAL OF ALL 70 TOTAL BONUS

Results The total network average is (without bonuses) representing a 42 % of the possible score (29.4 / 70) Points # Level 34.5 - 70.0 7 GOOD - VERY GOOD scored more than average 24.5 - 34.5 8 Sufficient, but could still be improved 0.0 - 24.5 12 Improvement expected proposals to be discussed

Results (Overview)

Recommendations (Quality) Cover all points raised in the request as relevantly and completely as possible Mention the free of charge aspect of Eurostat’s dissemination policy Explain how to extract data and to register on Eurostat’s website

Recommendations (Service) Answer in the name of Eurostat, telephone number, working hours, e-mail address, disclaimer and link to the website Promote European statistics (replies could be completed with general or specific information about Eurostat and its products) Invite user to come back if more help needed