1 / 23

Monitoring public satisfaction through user satisfaction surveys

Monitoring public satisfaction through user satisfaction surveys. Committee for the Coordination of Statistical Activities Helsinki 6-7 May 2010 Steve . Clarke @ ec . europa . eu. Structure of the presentation. Introduction Background information on user satisfaction surveys in the ESS

afeeley
Download Presentation

Monitoring public satisfaction through user satisfaction surveys

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Monitoring public satisfaction through user satisfaction surveys Committee for the Coordination of Statistical Activities Helsinki 6-7 May 2010 Steve.Clarke@ec.europa.eu

  2. Structure of the presentation • Introduction • Background information on user satisfaction surveys in the ESS • Summary of information on user satisfaction surveys • Eurostat’s experience • Issues for international statistical organisations

  3. Introduction How are international organisations ensuring public satisfaction? • Satisfaction with what? • What public? • What level of aggregation?

  4. Introduction Satisfaction with what? • Published statistics? • Development and use of statistics for policy purposes? • The way data are collected and compiled? • The way data are kept secure? • The integrity of the official statistical institutions?

  5. Introduction What public? • All citizens? • All users? • Key users? • Stakeholders?

  6. Introduction What level of aggregation? • Individual • Local communities • Specific interest groups (culture, lifestyle) • Regional • National / International

  7. Introduction Eurostat experience with user satisfaction surveys to measure public satisfaction, in the following sense: • Published statistics • Users • Regional / National • Follows the Code of Practice (Principle 11)

  8. Introduction Code of Practice Principle 11: Relevance • European Statistics must meet the needs of users • Users are consulted about their needs • Users are asked for feedback

  9. Background Eurostat user satisfaction surveys • General surveys in 2007 and 2009 • Domain specific surveys from 2007 onwards Member State user satisfaction surveys • Eurostat overview in 2008

  10. Eurostat general user satisfaction survey 2009 • Based on an agreed model questionnaire for the ESS • Users views on the quality of the statistics and on the way they are published • Carried out via the Internet, open to Eurostat web site users

  11. Eurostat general user satisfaction survey 2009 • Over 1400 replies: 37% from students, academic and private users • Identified areas for improvement (metadata, comparability, quality control, easier data access) • Full report on Eurostat web site (quality pages)

  12. Eurostat domain specific surveys • Component of the Eurostat Quality Assurance Framework • To assess broader statistical production processes • Prices, Public Health, Transport,.. • User satisfaction survey customised to the particular process • Provide valuable input for evaluating a statistical process

  13. National user satisfaction surveys Summary information (Quality in Statistics Working Group 2009) • Timing, frequency and regularity • Target population • Type of satisfaction survey • Data collection modes • Themes and domains covered

  14. National user satisfaction surveys Timing, frequency and regularity • Prompted by the Peer Reviews • Implemented regularly in a number of countries • Typically every 2 years

  15. National user satisfaction surveys Target population • Expert users • Internet users • Registered users • Official statistics users • Varying response rates

  16. National user satisfaction surveys Type of satisfaction survey • General user satisfaction surveys • Web-user surveys • Image surveys • Domain-specific • More focused / specialised user surveys (business community)

  17. National user satisfaction surveys Data collection modes • Computer-assisted web questionnaire • Emails / paper questionnaires • Telephone / face-to-face

  18. National user satisfaction surveys Themes and domains covered • Quality of the data • Quality of the products and services • User characteristics • Variety of question styles

  19. Conclusions (1) How are international organisations ensuring public satisfaction? • By promoting user satisfaction surveys in countries (Code of Practice) • By doing own their own international user satisfaction surveys • By regularly monitoring the implementation of national user satisfaction surveys

  20. Conclusions (2) How are international organisations ensuring public satisfaction? • Providing a forum for developing and exchanging good practices • Contacting user representatives (e.g. ESAC) • Identifying common themes relating to data quality and service quality

  21. Conclusions (3) By engaging in a dialogue for further development… • questionnaire design • move from “users” to the “public”? • extend consideration of specialised / minority groups?

  22. Conclusions (4) • Going beyond satisfaction with “published statistics”? Satisfaction with … - Availability of statistics within and across the different policy domains? - The way data are collected (burden) and used (confidentiality)? - The official statistical authorities (independent, honest, accountable)?

  23. Conclusions (5) By showing they add value to national data… • Presenting national data together for comparison • Respecting the different quality dimensions • Highlighting data differences and their implications The End Steve.Clarke@ec.Europa.eu

More Related