1. User Satisfaction Surveys in the Czech Statistical Office
Petra Kuncová

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

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

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

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

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

10. 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

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

12. 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

13. Czech Statistical Office
Petra Kuncová –