09 July 2008, Rome European conference on Qualitywww.stat.gov.lt System of customer satisfaction surveys & calculation of customer satisfaction index in SL Audronė Miškinienė Head of Public Relations Bronislava Kaminskienė Head of Methodological and quality division

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Subject-matter  Set-up of System of Customer satisfaction surveys  Position in QMS  Customer satisfaction index  Use of results

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt DG Decree signed 2006  Internet-related customer surveys (3)  Traditional satisfaction surveys (5)  Specialised surveys (1 or 2 per year) System of customer satisfaction surveys

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt 1. Web accessibility (monthly, quarterly) 2. Web users registered to Alert-me services (monthly, quarterly) 3. Opinion survey of web visitors (monthly) Internet-related surveys

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Traditional surveys  General SL visibility & image opinion poll (annual)  Eurostat data users (ESUS) (quarterly)  Visitors at Library-bookshop & Visitors‘ corners in Regional offices (quarterly)  Incoming user-requests (quarterly)  Opinion on statistical publications (annual)

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Specialised surveys Target group: Secondary school teachers Territory: all LT Survey period: May-June, 2007 Objective: usability & understanding of stat. info in schools Survey method: 1163 schools: basic, secondary, upper-secondary. 2 size groups: small (≤ 270 pupils) & large (>270). Sample: questionnaires for small & 4 for large schools mailed & web-based Questions: 18: 10 teaching-oriented + on topical issues

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Uniform survey principles 1.General public 2.Public administration institutions (inc. municipalities) 3.Students and school children 4.R&D community 5.Media 6.Politicians 7.Business 8.International org. 9.Embassies 10. NGOs 1.Survey objective 2.User-groups surveyed 3.Periodicity 4.Survey programme, data collection means and form 5.Anticipated results and usage 6.Feedback with users Approach / procedure Target groupsQuestions Regular CoP: 1. Clarity 2. Sufficiency 3. Reliability 4. Relevance National interest: 5. Awareness 6. Quality + Other 4–5 depend on topicality of issues

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Outsourced Customer satisfaction surveys, 2005–2008  General – SL visibility & image opinion poll, July, 2005–2007  Specialised: Public administration, Oct.-Nov  Specialised: R&D community, Dec Apr  Specialised: Upper secondary schools, May-June, 2007  Specialised: Business community, November 2007  2008  General – SL visibility & image opinion poll, July 2008  Specialised: Media, 3Q 2008  Specialised: repeated Public administration, 4 Q 2008

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt General SL Visibility & Image opinion poll, 2005– persons aged 18–65 Target group: 1005 persons aged 18–65 95 points in all regions in LT Territory: 95 points in all regions in LT July Survey period: July Awareness of population, opinion on availability of stat. info., its quality, CoP-related principles and comparisons. Objectives: 1. Awareness of population, opinion on availability of stat. info., its quality, CoP-related principles and comparisons. 2. Calculation of Customer satisfaction index Standard interview by professional interviewer (10-11 questions, of which 6 constant). Omnibus method. Survey method: Standard interview by professional interviewer (10-11 questions, of which 6 constant). Omnibus method.

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Customer satisfaction index (1) Customer satisfaction index formula produced in 2007 & calculated from constant questions in customer satisfaction surveys, attributing weights to replies. Based on CoP principles and national needs Clarity Sufficiency Reliability / trust Relevance 4 characteristics = Customer satisfaction index + Awareness, visibility and image 5 characteristics = General customer satisfaction index + Quality

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Customer satisfaction index (2) Customer satisfaction index is equal to weighted sum of indices for 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

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Customer statisfaction evaluation,

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Strategy of Statistics Lithuania, Objective: Develop the system for evaluation of individual user needs and adjust it for the development of individual services Actions: Transition to satisfaction of individual user needs Calculation of customer satisfaction index for specialised user groups Expansion of DB, application of DB-based internet solutions Improvement of conditions for users of primary data Expected results: Customer satisfaction index increased by 10 percentage points Replies to user requests prepared in 3 working days on average Structured statistical literacy training activities (5 and more a year) User friendly website, products and services

09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Thank you. Questions are welcome