1. User support network workshop Luxemburg 15/16 February 2012
ESDS network performance evaluation
Anonymous User Test
Winter
Franca Lanzillotta,Maria Pounder-Jastrzebska, Norbert Reinert, 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
The Anonymous Test was sent to the support centres
addresses given in the request form on the website for European statistical request treatment
Check, whether other access channel are also monitored
(as earlier with phone requests)
3 indicators were evaluated:
- Quality of the answer provided
- Quality of the service
- Response time

4. Request
Dear Ms./Sirs,
I am looking for the imports of the 10 digit code (Optical fibres, optical fibre bundles and cables) but in your database I can only find the 8 digit code Could you please help me?

5. Evaluation Points QUALITY Max. 70
Points
QUALITY
Max. 70
FAQ or referring to the publication «  Statistics on the trading of goods – User guide”or full answer without referenced sources 70
Information but NO explanation/references or TARIC 50
Partial reply
30-50
Revert Back to Central Support for reply 30
Total QUALITY
SERVICE
Max 15
Invite the user to come back and promotion of Eurostat 5
Promotion of Eurostat e;g. Statistics Explained
Signature
Answer in the name of Eurostat / Telephone number / Working hours / / Disclaimer / Website
DELAY
Reply received within 24 hours 15
Reply received within 48 hours
Reply received over 48 hours
TOTAL
100

6. Results The total network results are: Points # Level 85 – 100 4
VERY GOOD
scored very well 17
Good or sufficient,
but some could still be improved
0 - 45 12
Improvement expected
proposals to be discussed

7. Results (Overview)
* The centres which could not be evaluated, are not included in the average.

8. Recommendations (Quality)
Monitor all the proposed channels for the requests
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
Out of office messages
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