1. www.stat.gov.lt 30-09-2014 – 02-10-2014 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

2. www.stat.gov.lt 30-09-2014 – 02-10-2014 Support to Development Process in SSSU2

3. www.stat.gov.lt 30-09-2014 – 02-10-2014 Support to Development Process in SSSU PROCESSES OF STATISTICS LITHUANIA 3

4. www.stat.gov.lt 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 30-09-2014 – 02-10-2014 Support to Development Process in SSSU4

5. www.stat.gov.lt MANAGEMENT OF MEETING USER NEEDS 30-09-2014 – 02-10-2014 Support to Development Process in SSSU  STRONG FOCUS ON STRENGTHENING RELATIONS WITH USERS  MEETING NEEDS OF DIFFERENT (SPECIALIZED) USER GROUPS 5

6. www.stat.gov.lt 4.2. SERVICES 30-09-2014 – 02-10-2014 Support to Development Process in SSSU + Remote access to the confidential data for scientific purposes 6

7. www.stat.gov.lt 30-09-2014 – 02-10-2014 Support to Development Process in SSSU7

8. www.stat.gov.lt 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 30-09-2014 – 02-10-2014 Support to Development Process in SSSU8

9. www.stat.gov.lt 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 30-09-2014 – 02-10-2014 Support to Development Process in SSSU9

10. www.stat.gov.lt 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 30-09-2014 – 02-10-2014 Support to Development Process in SSSU10

11. www.stat.gov.lt MEASUREMENT OF STATISTICAL OUTPUT & USER-RELATED ACTIVITIES IN SL 30-09-2014 – 02-10-2014 Support to Development Process in SSSU11

12. www.stat.gov.lt SYSTEM OF USER SATISFACTION SURVEYS 30-09-2014 – 02-10-2014 Support to Development Process in SSSU

13. www.stat.gov.lt USER SATISFACTION SURVEY PRINCIPLES, 2005-2014 30-09-2014 – 02-10-2014 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. + 9. 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

14. www.stat.gov.lt 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 30-09-2014 – 02-10-2014 Support to Development Process in SSSU14

15. www.stat.gov.lt WEB SURVEYS Alert-me Registration Web accessibility, 2011–2013 by Q to press releases & publications By user group 15 Q20052006 200 7 2008200920102011 I155305334230171117167 II29312522915315410682 III1791991221201286961 IV2702061451591039173 Total897835830662556383 User groupLTForeignTotal Media19614 210 Business52012 532 Public adm.20814 222 Politicians190 Int. Org.438 51 R&D community8716 103 Children, students4412 443 Embassies93 12 NGOs81182 Other62449 673 Total2228119 2347 ThemeLTENTotal General st.1857921949 Economy & finance15531031656 Population & social st.1644711715 Business st.1671891760 Agriculture1038471085 Foreign trade1292871379 Transport & comm.1186511237 Environment & energy1143581201 Science & techn.1381461427 Top themes

16. www.stat.gov.lt Requests by user group MediaBusine s Public administ ration Poli tics Internatio nal organizati ons Resea rchers Student s, pupils Amba sies NGO’sOther 20125341266 346917075766109868 201175018611459532124198630175984 20108041762144110115183112970148805 200912745515298520016967517333091451779 200817066031383816930179315713803432012 200714114091344528823093913674643202039 2006142746283243215323104115105524222116 200511822824242820841160612733583311085 30-09-2014 – 02-10-2014 Support to Development Process in SSSU16

17. www.stat.gov.lt Web Opinion Polls  Respondents opinion poll 2012 0,03 %  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 2014 0,9 % 30-09-2014 – 02-10-2014 Support to Development Process in SSSU17

18. www.stat.gov.lt Routine surveys 30-09-2014 – 02-10-2014 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

19. www.stat.gov.lt ROUTINE SURVEYS 19 Eurostat support Number of support requests per USER TYPE 200520062007200820092010201120122013 Private user 12132318102025 1 14 Student or Academic 839979153164128136 104 88 Commercial company/enterprise 25494022413145 37 31 Press & other media 14121142 4128 17 28 EU institution/agency 1211221 1 1 International organisation 0200201 1 0 Public administration/Government 50492930413126 24 16 Political parties & political organisations 0000021 2 1 Other 42417038 8 23 TOTAL number of requests 189228187283302258271 195202

20. www.stat.gov.lt User requests by theme 2013 30-09-2014 – 02-10-2014 Support to Development Process in SSSU20

21. www.stat.gov.lt PUBLIC OPINION POLLS - ANNUAL 30-09-2014 – 02-10-2014 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. www.stat.gov.lt 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

23. www.stat.gov.lt User surveys – instrument for gaps’ identification & development 30-09-2014 – 02-10-2014 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 (2005-2011) wider range of services OSP, historical data, fresh info, simple explanations, social media(FB), statistical blog, historical publications.FB 23

24. www.stat.gov.lt 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.) 30-09-2014 – 02-10-2014 Support to Development Process in SSSU24

25. www.stat.gov.lt Respondents 2014 30-09-2014 – 02-10-2014 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

26. www.stat.gov.lt Students 2013 30-09-2014 – 02-10-2014 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: 15 + 1 demographic question (area of studies) 26

27. www.stat.gov.lt Researchers 2013 30-09-2014 – 02-10-2014 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: 15 + 2 demographic questions (area of studies, age, etc.) 27

28. www.stat.gov.lt KEY DEVELOPMENTS IN USER SURVEYS 30-09-2014 – 02-10-2014 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

29. www.stat.gov.lt 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. 2008 Calculated from replies to 5 regular questions in annual General Public opinion poll since 2005 30-09-2014 – 02-10-2014 Support to Development Process in SSSU29

30. www.stat.gov.lt 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 30-09-2014 – 02-10-2014 Support to Development Process in SSSU30

31. www.stat.gov.lt 30-09-2014 – 02-10-2014 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

32. www.stat.gov.lt USER SATISFACTION LEVEL BY USER GROUP 30-09-2014 – 02-10-2014 Support to Development Process in SSSU32 Characteri stics Annual general opinion poll R&D comm. 2007 R&D comm. 2013 Business comm. 2007 Business comm. 2013 Media 2008 Media 2012 Public admin. 2008 Public admin. 2012 2007200820092010201120122013 Clarity56.062.061.774.270.075.081.061.079.058.063.072.291.783.0 Sufficiency79.092.076.572.564.067.764.056.016.860.049.544.740.778.030.4 Reliability34.633.529.027.732.425.734.061.151.018.655.385.260.680.0 Relevance74.670.872.559.662.055.050.099.167.693.188.998.287,6 Awareness / visibility 71.473.869.670.549.052.065.998.194.095.898.610097.5100.0 General customer satisfaction level (5) 62.966.361.960.955.563.065.467.257.970.977.485.276.2

33. www.stat.gov.lt USER SATISFACTION LEVEL AND INDEX, 2005–2013 30-09-2014 – 02-10-2014 Support to Development Process in SSSU33