1. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 1 Audronė Miškinienė Head, Public Relations Division, SL WG 2

2. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 2 USER SATISFACTION SURVEYS  Annual on general issues since 1999  Disseminated by fax, Internet and with key paper publications  Results: majority preferred internet and e-mail services  A specialised respondents’ survey in Dec. 2002  Disseminated to respondents with annual Director’s letter informing respondents about their participation in surveys  A specialised survey of researchers in 2004  Monthly survey of website visits since 2004  2 outsources poles in 2005 (image and public administration)

3. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 3 Results: interest by statistical domain in 2001 (library visitors) Population and social statistics General statistics Retail trade Macroeconomic Foreign trade Business statistics Miscellaneous Agriculture Finance statistics

4. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 4 Results: Respondent survey, 2003  Dec. 2002-Feb. 2003 – a sample of 3000 from 30,000 respondents  Breakdown by urban and rural large, medium, small enterprises  Response rate 11.2 per cent (large urban – 11.0, medium urban 11.3, small urban 5.4, large rural 5.3, medium rural 9.6, small rural 6.3 per cent)  Simultaneous marketing of products and services (4 blocks of questions: Usage and frequency, Quality and scope of services, Opinion, Marketing-informative)  Rating of publications/comparison with subscription- purchases  Comparison with previous surveys (Library visitors, internet)

5. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 5 Top 10 publications Respondent’s rating  Earnings  Financial indicators of enterprises  The Survey of Lithuanian economy  Earnings by structure  Key indicators of small, medium and large enterprises  Monthly bulletin  Construction prices  Consumer prices  Labour market and employment  Consumer and producer price indices Sales and subscription rating  Population census  Statistical yearbook  Crime and legal activities  Monthly bulletin  Foreign trade  Labour market and employment  Lithuania in figures  FDI  The Survey of Lithuanian economy  Earnings

6. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 6 Observations  Just 6 % did not know our information  65% became users by browsing internet  Use statistics for comparisons within business, business plans, reports, market research  Most interest in annual figures and short-term statistics  Price is not important if info is timely and useful  76% prefer to receive data in e. form (47% internet, 22% email, 7% CD)

7. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 7 Results: scientific survey, 2004 Lithuanian user requests, 2003

8. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 8 Foreign user requests, 2003

9. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 9 Visits of www.std.lt, 2004–2005 by quarter MONTHLY WEBSITE VISITS Total number of visits in 2004 427 017 36226 91768 120331 178692 203857 1st Q 2nd Q 3rd Q 4th Q 1st Q 2005

10. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 10 VISITS BY TOP 5 DOMAINS, MONTHLY AVERAGE, 2004-2005 I Q

11. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 11 DAILY USAGE OF THE WEBSITE

12. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 12 HOURLY USAGE OF THE WEBSITE

13. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 13 Internet user polls 1. “Alert me” services attribute to user group. If not – user category “Other”. Analysis since June 2003. 2. Every month new poll on the website (e. g. 2005): How often do You visit this website? Which user group do you belong to? What type of information are You searching? Foreigners: 2003 9 % 2004 11% (New countries: Cyprus, Mexico, Switzerland)

14. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 14 Registration to „Alert me“ service by user group in LT site version by month 2004 2005

15. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 15 Conclusions  Key visitors – students;  In April 2004 the SL website was rated as institution rendering most e.services (levels 3 and 4); Considerations  Frequent questions on where to find what on the website, the website architecture and user-friendliness have to be improved.  Not all user groups have been examined, so user surveys will continue

16. 3rd Nordic Marketing conference, W2 Helsinki 13-15 June, 2005 16 THANK YOU FOR YOUR ATTENTION