1. Ten recommendations to collect feedback from users
François Brunet, Insee (France)

2. 8. Using the feedback to define actions
Necessary
Confronting the feedback with what we feel/know and with what we want to do
…and what we can do
Now
Later

3. 1. Collecting feedback on a few precise topics
To know what to do with the feedback
To get precise answers
To interview people during a brief period
A few
To have enough time to prepare, collect, analyse and define the actions for all of the topics

4. 2. Choosing new topics each year
To learn something new
Do not miss topics
It takes time to change our practices
We will learn nothing very new by asking people one year after on the same topics
To motivate our colleagues
The colleagues in charge of a yearly topic can take it badly

5. 3. Working with colleagues
The people responsible for collecting feedback are not specialist of the topics that are chosen for a feedback
We work with the responsible for the topic.
Interested
Have enough time

6. 4. Interviewing specialist users and beginner users
We can meet representatives from some of our most important users
Interviewing a ‘sample’ of our users
Interviewing specialists and beginner users
ideas to enlarge the services
ideas to enlarge the number of users
very important ideas

7. 7. Knowing the different methods to collect feedback
Not only online survey
Focus groups
Individual interviews
Telephone interviews and mystery calls
Analysis of questions we receive
Analysis of our website statistics

8. 10. Acting quickly
Collecting feedback should be much faster than a statistical activity
The results in 2 or 3 months
The definition of the actions between 1 month and 1 year
The follow-up of actions can take years

9. 9. Issuing the main results of the feedback
With some improvement actions
We can communicate the results :
to the people who work in our institution.
to the people who have given their feedback.
to a more general and broad audience (on the internet)

10. Conclusion In a statistical institute, the culture is scientific
It is very important
To gather feedback
To work with colleagues
To change the topics each year
To interview beginner users

11. 5. Interviewing users from different professions
“professions” = teacher, local authority, national authority, researcher, student, journalist, private company, associations and individuals
journalists from different types of media: economic media, general media, newspapers, television, radio…
If question on this recommendation