C. Laevaert,B. Le Goff DWG 4th and 5th May-2006 Report On User Surveys C. Laevaert,B. Le Goff DWG 4th and 5th May-2006

1-Background information 2-The 2006 choices 3-The results 4-Conclusion

Background On 21 September 2005 the Directors Meeting of Eurostat approved a document for the development of a communication and dissemination strategy. The principles of action are clearly defined Putting into place a system for monitoring the levels of use and satisfaction of the various user groups is one of the objectives

The 2006 choices User satisfaction is a key to success. Getting your users to tell you what’s good or bad about your products and/or services, and where you need improvement , helps you to ensure that your business measure up their expectations. As the main gateway to disseminate these products and services is our website, online satisfaction surveys will help us gather this important information

The 2006 choices Online survey means : -The users are unknown and selected when entering the home page and requested to reply to a short questionnaire - The users are known ( registered users) and when they logged on the portal , they are requested to reply to a short questionnaire A series of 13 questions was prepared covering all the aspects of the free dissemination.

User Survey Results Targeted to two main user groups - registered users: from 24/03 to 19/04 - anonymous users: from 19/04 to 21/04 Number of replies - 232 registered users - 915 anonymous users

User Survey Results Overall satisfaction with Eurostat web site is high

Every Average Score > 5 User Survey Results Every Average Score > 5

User Survey Results Anonymous Registered Students + Companies = 50% Students + Private Users = 50%

User Survey Results International audience: 69 countries EU-25 (82% - 84%) Germany (16% - 13%) France (11% - 6%) Italy (16% - 7%) Non EU-25 (17%) USA (2 %) Switzerland (1.5%) Japan (1.5%)

User Survey Results Young Population 47% younger 29 years 74% younger 39 years High number of new users 46%-35% of “0 -1 year ago”

User Survey Results High fidelity rate 11% once a day 44% once a week Gender balance – Male 60% Only 5% use exclusively Eurostat sources 80% use also NSI sources 52% consult also OECD sources

User Survey Results Themes Consulted: Top 3 : Economy and Finance (71%) Population and Social conditions (53.6%) General and Regional Statistics (52.7%)

Every Average Score > 6 User Survey Results Every Average Score > 6

User Survey Results 28% of the respondents wrote satisfaction comments about: Search facilities Navigation Methodological information Extraction tools

User Satisfaction Survey « It is difficult to find the information you need, the page opens very slowly, the system is quite complicated » (Lithuania) « Database extraction tools – rather complicated for a plain-vanilla non-professional internet user » (Slovenia) « Navigation – often the assignment to categories is counterintuitive and titles are sometimes misleading » (Germany)

User Survey Results « Small problems but the best source available and it’s free. Good job. » (Hungary) « Service is great – was surprised as a first time user » (Germany) « C’est la source d’informations la plus complète et la plus facile à utiliser que je connaisse » (Canada)

Conclusion General satisfaction about the website but still place for improvements A similar approach will be done concerning the publications and in particular the yearbook.

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