1. Customer Service 2005 - Experiences of Statistics Finland 3rd Nordic Marketing Conference 14th June 2005, Helsinki Jaana Andelin

2. 14th June 20052Jaana Andelin Statistics Finland’s goals as the basis of the survey To develop the survey to correspond to Statistics Finland’s customer relationship management strategy and find out how we have succeeded in producing value for customers amongst different customer groups To measure customer satisfaction and the strength of customer relationship and to follow their development To produce information in a systematic and measured way about how customers assess Statistics Finland as a co-operation partner and provider of services in its field Statistics Finland’s products and services To identify improvement and development targets and strong areas for Statistics Finland’s activity from the customer viewpoint To prepare reporting so that the results could be utilised as easily as possible for developing the activity on the organisation’s different levels

3. 14th June 20053Jaana Andelin Implementation of the survey Random sample of 1,031 contact persons from CRM-system Applix. Information by email from SF to all respondents beforehand (6.4.2005) Invitation by email from the research partner, Add Value Ltd. This email included an individual link to get to web questionnaire. (12.4.2005) Data collection was implemented via Internet in two weeks (12.4. – 26.4.2005.) Respondents who had not answered were reminded two times (18.4, 22.4.2005) 46,1 % replied Presentation of the report to SF’s directors and whole personnel (23.-24.5.2005) Presentations and discussions both in customer segment teams and in divisions of SF (3.6.2005--) Main challenges 1.6.2005 - 1.6.2007 are to communicate and benefit the results in SF

4. 14th June 20054Jaana Andelin L

5. 14th June 20055Jaana Andelin Results and findings Strengths to be maintained Development areas Improvements and impairments (compared with 2003) Main results according to background groups Ability to meet customer benefit expectations, strengths and development areas by segment Changes in results by background group Segment-specific results proved to be especially valuable Further clarification and comments from open questions The overall estimate of 3.50 for Statistics Finlandas a provider of information services, on a scale 1 -5, is quite good!