1. Conducting broad, identical, user satisfaction surveys prior and after the launch of a new website - Experiences from Statistics Norway’s user satisfaction surveys in
Dissemination Working Group 2014
Ragnhild Rein Bore
Head of web and statbank at Statistics Norway

2. Some facts about the surveys
In 2012 and 2014, user surveys on ssb.no were conducted aimed at mapping users' satisfaction with ssb.no.

3. Facts about the survey (cont.)
Pop-up survey 24 January-26 February 2012 ( responses – 7500 suggestions)
Launched new website on March
Almost identical pop-up survey 23 January-25 February 2014 ( responses – suggestions)

4. Why so big?
Very useful having lots of improvement suggestions both before the launch and after.
Next year – only for as long as it takes to get the sufficient amount of responses?

5. Why identical?
Useful in order to see if we’d reached the goal of having more satisfied users
Also – convenient…
Next year – might do some changes in order to get more specific answers on prioritised content?

6. What did we learn? Users are satisfied
86 per cent were satisfied in 2012
86 per cent were satisfied in 2014

7. However –
83 per cent found what they were looking for in 2012
87 per cent found what they were looking for in 2014
Which begs the question: Why not more satisfied user if more people found what they were looking for?

8. What we’ve learned?
Having user satisfaction surveys is actually worth the effort 
Big ones is useful in conjunction with major overhauls of a website
User satisfaction is no longer our overreaching goal in the running, management and development of our website, but increasing users’ ability to find what they are looking for, is. Especially among prioritised user groups.

9. What we are wondering?
Should we change some of the questions depending on which content we’re prioritising?
Should we go smaller?
And any other useful input you might have