1. User Satisfaction Survey ESDS Germany Forsa Institute
Birgit Fischer, Daniel O‘Donnell International Statistics i-Punkt Berlin, Statistisches Bundesamt January 2010

2. Background Information Survey Design

3. ESDS Germany, key facts Participant in grant scheme since 2004
Treatment of approx 8000 requests per year
No independent user survey so far
Main user groups: educational sector and enterprises
Results also wanted for public sector and media
Media generally contact Media Support but we assist in certain cases

4. ESDS, profile of services provided
Telephone user support
Written requests in German and English
ESDS Germany maintains its own website
Public relations: trade fairs, presentations, training sessions, publications, leaflets

5. ESDS Germany, No of requests

6. Reasons for carrying out survey
Identification of improvement potential
Assessment of the ESDS network service
Assessing how users perceive free dissemination
Assessing how users perceive ESDS Germany
Evaluating user perception of German EU website
Evaluating user perception of Eurostat & its products

7. Method Independent, professional institute
Computer assisted telephone interview
Number of user contacts provided: 1358
Sample size: 309 users were contacted
Sample was divided into 5 strata (enterprises, educational sector, media, politics/admin, others)
Sample size offers results with sampling error of 2.5% for all users 5.0% for each user category (media, enterprises etc)

8. Sampling plan Strata N s=0,05 s=0,025 Prop n Politics, Public Service
139 58
103 32
Education
405 80
201 92
Enterprises
662 87
249
151
111
Media 79 44 66 18
Others 72 16
Total
1358 93
309

9. ESDS Germany, tasks Forsa Institute, tasks
Preparation of client contact data
Gaining approval from data protection officer
Designing questionnaire
Implementation of sampling plan (5 user categories)
Informing users in advance by
Forsa Institute, tasks
Support in designing survey questionnaire
Training of interviewers, pretest
Telephone interviews
Reporting, presentation of results

10. The whole process Preparation began in early 2009
Call for tender was necessary
Criteria were laid down
3 companies sent us an offer
All three offers were evaluated based on criteria
Tender awarded to offer with best cost performance ratio
Interviews were carried out in August (4 week period)
Results presented in early October 2009

11. The Main Results of the Survey

12. Reason for contacting ESDS (%)
Multiple answers allowed

13. Frequency of use: Eurostat database
Basis: All respondents that are familiar with Eurostat database

14. Level of satisfaction: Telephone requests

15. Level of satisfaction: Written requests

16. Level of satisfaction: EDS website

17. Level of satisfaction: Eurostat databases

18. Availability of database and metadata in German language
70%

19. Offering advice on EU statistics in German language
79%

20. Service providing advice is part of official statistical system
71%

21. Service also able to offer advice on other international statistics
85%

22. Service and data free of charge
All respondents
94%
Students

23. Thank you for your attention
Foto Auskunft: © panthermedia.net / Rilo N. Foto Europa: © Photocase, ID: