1. DISSEMINATION WORKING GROUP Luxemburg 15/16 October 2009
ESDS network performance evaluation
Anonymous User Test
Summer 2009
Norbert Reinert / Lucia Ruckova / Serhat Atakul Central Support Team

2. Anonymous Test report index:
Objectives of this Anonymous Test
Request
Evaluation
Results
General findings and recommendations

3. Objectives of this Anonymous Test
October 2008, new communication tool: Assist
The Anonymous Test was sent to the support centre’s accounts
3 indicators were evaluated:
- Quality of the answer provided
- Quality of the service
- Response time

4. Request
Dear Ms./Sirs,
Do you have any information on the percentage and/or amounts saved by European Union households from their income in 2008?
As I would like to compare the 2008 data with previous years, I would be grateful for all the years that are available.

5. Evaluation QUALITY Points Data Savings and saving rates 28 Bonus
Points
Data
 Savings and saving rates 28
Bonus
 Explaining how to extract data, registration 2
Dedicated section 3
Publication 8
Metadata
Explaining when 2008 data is available and link to metadata 11
Total QUALITY 50
SERVICE
Invite the user to come back and promotion of Eurostat
Signature
Answer in the name of Eurostat / Telephone number / Working hours / / Disclaimer / Website 10
Total SERVICE
DELAY
First contact in 24h
Total DELAY
TOTAL OF ALL 70
TOTAL BONUS

6. Results
The total network average is (without bonuses) representing a 42 % of the possible score (29.4 / 70)
Points #
Level 7
GOOD - VERY GOOD
scored more than average 8
Sufficient,
but could still be improved 12
Improvement expected
proposals to be discussed

7. Results (Overview)

8. Recommendations (Quality)
Cover all points raised in the request as relevantly and completely as possible
Mention the free of charge aspect of Eurostat’s dissemination policy
Explain how to extract data and to register on Eurostat’s website

9. Recommendations (Service)
Answer in the name of Eurostat, telephone number, working hours, address, disclaimer and link to the website
Promote European statistics (replies could be completed with general or specific information about Eurostat and its products)
Invite user to come back if more help needed