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

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Presentation on theme: "Satisfying User needs from a Quality Perspective Christina Cronsioe Marketing Manager, Statistics Sweden."— Presentation transcript:

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


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