1. RESULTS AND CHALLENGES
DWG
May 2006
USER SUPPORT :
RESULTS AND CHALLENGES
Period Oct March 2006
N. Reinert/CS Team

2. Means and Challenges (1/2)
The analysis is based on the feedback from :
Users requests coming via the Eurostat Portal form or other media, including improvement suggestions
Quarterly reports and proposals sent to us by the National Support centres

3. Means and Challenges (2/2)
User satisfaction survey on our website
Anonymous tests undertaken by Eurostat
Others Eurostat sources
Improvement objectives :
New configuration of Eurostats portal
Proposals for training activities
Creation of a Knowledge database

4. SOME RESULTS
OCTOBER 2005 – SEPTEMBER 2006

5. Requests on Eurostat Portal
Central Support
Author services
NSI
TOTAL
Oct. 2005 50
123 88
261
Nov. 2005
100
141 84
325
Dec. 2005 47
102 56
205
Jan. 2006 80
135 81
296
Feb. 2006 87
148 83
318
Mar. 2006 91
174 95
360

6. Improvement suggestions
on Eurostat Portal
TOTAL
Oct. 2005 35
Nov. 2005 37
Dec. 2005 27
Jan. 2006
Feb. 2006 31
Mar. 2006 54

7. Evolution of the requests :
4th quarter 2005 – 1st quarter 2006
Country
Q4/2004
Q4/2005
Q1/2005
Q1/2006
Czech R.
142
153
182
227
Denmark
237
181
226
220
Germany
2345
2051
2287
2485
Estonia 40 46 38 57
Greece 55 93 99
112
Spain
328
152
261
290
France
206
216
268
Hungary
n.a.
107
189
Italy
530
512
668
525
Cyprus na 17 15
Latvia
143 96
175
n.a.: not applicable
Country
Q4/2004
Q4/2005
Q1/2005
Q1/2006
Lithuania 44 66 22 76
Malta 19 29 15 68
Netherlands
175
180
231
283
Poland
n.a.
104
185
Portugal 34 20 60 78
Slovenia 67 25 41 43
Finland
121 87
105
126
Sweden
290
202
320 UK
696
742
656
995
Norway 65 33 70 59
Switzerland
117
112
n.a.: not applicable
Total Q4/2004= Total Q1/2005=5722
Total Q4/2005= Total Q1/2006=6773

8. Breakdown by type of requests
First year experience
4th quarter 2005 – 1st quarter 2006

9. Breakdown by type of technical requests
A third of the technical requests deals with Eurostat website
4th quarter 2005 – 1st quarter 2006

10. Breakdown by type of media of requests treatment
55 % of the requests come in by , but there is a huge phone calls increase.
4th quarter 2005 – 1st quarter 2006

11. Breakdown by type of user
First year experience
4th quarter 2005 – 1st quarter 2006
More than two third of the requests sent by commercial company & enterprise and Student & Academic

12. Breakdown by user language of the requests
93% of the users address the ESDS in their mother tongue
4th quarter 2005 – 1st quarter 2006

13. Result from Anonymous test (1/2) January-February 2006
Content of the request delivered :

14. Result from Anonymous test (2/2)
Overall results of the ESDS network :
The evaluation :
The response time
The quality of answer
The service rendered

15. Anonymous test – Overview of the ESDS results

16. Anonymous test – Response time
16 of the 22 ESDS reached the full score plus the bonus points

17. Anonymous test – Quality of answer
The best result of the network was 102 points reached by 3 countries

18. Anonymous test – Service rendered
The average score reached by the network was 65%

19. Findings and recommendations

20. Central User support entry
The only entry point to Eurostats services
Avoid to mention individual author services
Usage of single request number
Portal notifications
Problems with specific providers
NSI Mailbox
Installation of receipt confirmation in Outlook, if possible
Improvement under way

21. Complete Request Analysis Complex request treatment Links
Control needed in order to avoid broken links
Level of information to be checked

22. Customer orientation and user friendliness
Focus
Information on European level first,
when European statistics are requested
Information on national statistics
Customer orientation and user friendliness
Use of national languages with users
User orientation
Co-operation on national statistics
Eurostat’s image
Positive information

23. Promotional activities
Eurostat Disclaimer
Promotional activities

24. Outlook

25. Training in September 2006
User surveys
Anonymous tests
New configuration of Eurostat Portal
Knowledge database

26. Thank you for your attention and your help
Your questions?
Thank you for your attention and your help
Do you have questions and comments?