1. Methods to improve scb.se with a user perspective Cecilia Westström Statistics Sweden June 2011 1

2. Methods for user feedback Customer and user surveys Statistics Customer service User councils

3. Customer and user surveys Meetings with customer and users Web questionnaire - larger paying customers In-depth interviews – larger paying customers Web survey – everyone buying statistics Sample survey - general public Website questionnaire – website visitors

4. Statistics Statistics service about visits Webpages Documents Statistics on differents channels Website Database Customer service Publications  analysing to see what does not work and how usage is changing over time

5. Customer service – acting user Centralized customer service gradually since 2008 3-4 persons from 9 to 16.30 Telephone and email Very satisfied users Direct feedback for web developers Permanent working group Customer service, web coordinators, web editors Driven by what customer service sees as problems for website users

6. User councils External communication Representing our user groups (teachers are difficult!) Meets three times a year Communication channels, user groups Input what is desired to change Subject matter user council Communication dep reads notes  communication is not in focus

7. Continued work - improvement (1) Closer definition of user groups (Christine’s paper) and analyzing which groups we do not know enough about Prioritizing within the user surveys budget  Qualitative study for journalists, teachers and focus on web site users this fall (less for buying customers)  customer service users too satisfied  change study Highlight the problems arising from Customer service at communication management level Facebook? Kundo? licensed website for user opinion connected to our standard website

8. Continued work - improvement (2) Communication discussion with the important users in subject matter user councils How do we go from knowing to acting Working groups with the whole organisation Concentrated information to top management Use the reports ourselves in annual planning