1. Satisfying User needs from a Quality Perspective Christina Cronsioe Marketing Manager, Statistics Sweden

2. User needs from a Quality Perspective Customer studies at Statistics Sweden Reports from customer visits Quality Management An integrated approach Customer complaints

3. Customer studies at Statistics Sweden Customer satisfaction study (CSI study) In-depths interviews Delivery questionnaires “Image of the agency”

4. Reports from customer visits Key Account Managers Customer teams Customer visits Visits report

5. Quality Management ISO 20252 EFQM Customer complaints → Take an integrated approach to the studies → Build up a better structure for customer complaints

6. An integrated approach Visitors to the website Customer service User councils Data providers

7. Customer complaints Bring structure to the complaints CRM system