1. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt System of customer satisfaction surveys & calculation of customer satisfaction index in SL Audronė Miškinienė Head of Public Relations Bronislava Kaminskienė Head of Methodological and quality division

2. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Subject-matter  Set-up of System of Customer satisfaction surveys  Position in QMS  Customer satisfaction index  Use of results

3. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt DG Decree signed 2006  Internet-related customer surveys (3)  Traditional satisfaction surveys (5)  Specialised surveys (1 or 2 per year) System of customer satisfaction surveys

4. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt 1. Web accessibility (monthly, quarterly) 2. Web users registered to Alert-me services (monthly, quarterly) 3. Opinion survey of web visitors (monthly) Internet-related surveys

5. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Traditional surveys  General SL visibility & image opinion poll (annual)  Eurostat data users (ESUS) (quarterly)  Visitors at Library-bookshop & Visitors‘ corners in Regional offices (quarterly)  Incoming user-requests (quarterly)  Opinion on statistical publications (annual)

6. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Specialised surveys Target group: Secondary school teachers Territory: all LT Survey period: May-June, 2007 Objective: usability & understanding of stat. info in schools Survey method: 1163 schools: basic, secondary, upper-secondary. 2 size groups: small (≤ 270 pupils) & large (>270). Sample: 240. 3 questionnaires for small & 4 for large schools mailed & web-based Questions: 18: 10 teaching-oriented + on topical issues

7. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Uniform survey principles 1.General public 2.Public administration institutions (inc. municipalities) 3.Students and school children 4.R&D community 5.Media 6.Politicians 7.Business 8.International org. 9.Embassies 10. NGOs 1.Survey objective 2.User-groups surveyed 3.Periodicity 4.Survey programme, data collection means and form 5.Anticipated results and usage 6.Feedback with users Approach / procedure Target groupsQuestions Regular CoP: 1. Clarity 2. Sufficiency 3. Reliability 4. Relevance National interest: 5. Awareness 6. Quality + Other 4–5 depend on topicality of issues

8. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Outsourced Customer satisfaction surveys, 2005–2008  General – SL visibility & image opinion poll, July, 2005–2007  Specialised: Public administration, Oct.-Nov. 2005  Specialised: R&D community, Dec. 2006-Apr. 2007  Specialised: Upper secondary schools, May-June, 2007  Specialised: Business community, November 2007  2008  General – SL visibility & image opinion poll, July 2008  Specialised: Media, 3Q 2008  Specialised: repeated Public administration, 4 Q 2008

9. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt General SL Visibility & Image opinion poll, 2005–2008 1005 persons aged 18–65 Target group: 1005 persons aged 18–65 95 points in all regions in LT Territory: 95 points in all regions in LT July Survey period: July Awareness of population, opinion on availability of stat. info., its quality, CoP-related principles and comparisons. Objectives: 1. Awareness of population, opinion on availability of stat. info., its quality, CoP-related principles and comparisons. 2. Calculation of Customer satisfaction index Standard interview by professional interviewer (10-11 questions, of which 6 constant). Omnibus method. Survey method: Standard interview by professional interviewer (10-11 questions, of which 6 constant). Omnibus method.

10. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Customer satisfaction index (1) Customer satisfaction index formula produced in 2007 & calculated from constant questions in customer satisfaction surveys, attributing weights to replies. Based on CoP principles and national needs Clarity Sufficiency Reliability / trust Relevance 4 characteristics = Customer satisfaction index + Awareness, visibility and image 5 characteristics = General customer satisfaction index + Quality

11. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Customer satisfaction index (2) Customer satisfaction index is equal to weighted sum of indices for every question u l – weight of question l, m – number of questions used I l (t) – index for question l, k is the rank of positive answers (-k – negative answers) w l,j – weight, evaluated from distribution of answers

12. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Customer statisfaction evaluation, 2005-2007

13. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Strategy of Statistics Lithuania, 2008-2012 Objective: Develop the system for evaluation of individual user needs and adjust it for the development of individual services Actions: Transition to satisfaction of individual user needs Calculation of customer satisfaction index for specialised user groups Expansion of DB, application of DB-based internet solutions Improvement of conditions for users of primary data Expected results: Customer satisfaction index increased by 10 percentage points Replies to user requests prepared in 3 working days on average Structured statistical literacy training activities (5 and more a year) User friendly website, products and services

14. 09 July 2008, Rome European conference on Qualitywww.stat.gov.lt Thank you. Questions are welcome