1. Eurostat User Satisfaction Survey
Antonio Consoli User support network meeting 27 February 2013

2. Introduction Types of surveys Survey methodology
Structure of the questionnaire
Some results
Follow up
Main issues

3. Types of survey General user satisfaction survey
- conducted annually (since 2012)
- covering users' satisfaction with all data and services provided by Eurostat
2) Themed user satisfaction survey
- covering specific statistical domains
This presentation focus mainly on the general user satisfaction survey.

4. Methodology Online questionnaire in IPM
Anonymous access (users may give their details if they wish so)
Yearly frequency (management request)
Open for about 2 months
Stable questionnaire (to compare with previous editions)

5. Publicity
Message to all users registered on Eurostat website (about in 2012)
Special message to 'key users' (around 600) by Director of B and reminder
Banner on the website home page
Twitter
ESS website
Result: 3101 respondents in 2012

6. Structure of the questionnaire
Users information (type and country)
28 questions on
Use of European statistics, including products and publications (6)
Quality of statistics (6)
Trust (1, new)
Dissemination, metadata and services (13)
Overall evaluation and change (2)
Respondents can add free text comments

7. Example of results, importance of statistics for different uses

8. Assessment of overall quality per statistical area

9. Trust
Personally how much trust do you have in statistics produced by Eurostat?

10. Satisfaction with user support

11. Overall satisfaction with the quality of the data and services

12. Differences in the accessibility of metadata by user groups, in % points (2012 compared to 2011)

13. Next steps
Report was published on Eurostat website on 08/11/2012 (
Concrete improvement actions for 2013 were defined
Survey will be launched in 2013 with the same structure, methodology and timing (spring)
Try to improve number of responses from journalists

14. Main issues (Q2012) Frequency (shorter/longer survey interval)
Stability and comparability
Representativeness (having different user groups covered)
Technical tools and publicity
Privacy
Benchmarking against NSIs and other international organisations (
Thank you for your attention