1 / 14

Telephone survey (CATI)- the German approach measuring user satisfaction

Telephone survey (CATI)- the German approach measuring user satisfaction. Presentation during the EUROSTAT Dissemination Working Group. Luxembourg, 4/5 May 2006. Doris Stärk doris.staerk@destatis.de. Goals:. Measuring customer satisfaction

johnbthomas
Download Presentation

Telephone survey (CATI)- the German approach measuring user satisfaction

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. Telephone survey (CATI)- the German approach measuring user satisfaction Presentation during the EUROSTAT Dissemination Working Group. Luxembourg, 4/5 May 2006. Doris Stärk doris.staerk@destatis.de

  2. Goals: • Measuring customer satisfaction • How about customers’ confidence in the Federal Statistical Office as a neutral and objective service provider? • What image do customers have of the Federal Statistical Office? • How do they assess the accessibility of its products and services? • How satisfied are customers with the quality of its products and services?

  3. Goals: • Developing indicators • Survey contents make measurable such aspects as quality, accessibility, imageand confidence • Customer satisfaction is to be measured in regular intervals • Indicators make it possible to compare customer satisfaction between various divisions/statistical surveys

  4. Goals: • Improving products and services • For that purpose as much information from customers as possible is to be consulted to evaluate the findings (user category, frequency of contacts, customer in what subject field…) • A high feedback rate is to ensure representativeness • The findings are to be put into practice at short notice as stipulated by the ‘Code of Practice’

  5. Problems: • How to obtain representative results, as former written customer surveys have shown that we must reckon with a feedback rate which is very low CATI Telephone Survey • Poor experience with telephone surveys and with customer satisfaction surveys External consulting and implementation (in particular, on such issues as image and confidence)

  6. Regular customers in a given subject field • Products of a given subject field • Information service of that subject field • Data quality • Image • Confidence First time customers in all fields • Data accessibility • How did the first contact proceed • Image • Confidence Regular customers in all fields • Cross-sectional products • Information services • Image • Confidence Concept of the pilot study: Telephone survey Mail survey

  7. Concept: Survey contents (by telephone I) • First time customers (interview of ca. 5 minutes, ca. 10 questions) on data accessibility • How did you come to know the Federal Statistical Office? • How did you find our home page?  search engine? • Navigation on the website • How did the first contact proceed • Information service • What themes are you interested in? • Image • Confidence

  8. Concept: Survey contents (by telephone II) • Regular customers (interview of ca. 10 minutes, ca. 15 questions) on product quality • Evaluation of the website • Evaluation of contents offered online on the website (time- series, online calculator…) • Statistics Shop • Preference of print or download products? • 3 questions about Genesis Database • Question about selected publications (statistical yerarbook, Data Report, etc.) • Evaluation of the information services • Evaluation of the fairs (exhibition) services • Image • Confidence

  9. Concept: Survey contents (mail questionnaire) • Regular customers of a given subject field • How long have you been working with the Microcensus? • How often do you use the data? • In what format (print, electronic) do you use the data? • How do you assess the amount of microcensus data provided online? • What themes are you trying to find? • Which publications of the microcensus do you us and how do you assess these publications? • How do you assess the microcensus information service?

  10. Concept: Methods • Telephone survey CATI telephone survey of customers (in general) done by an external enterprise. Advantages: higher representativeness owing to feedback rates which are generally higher. Better management in case of non-response. • Mail survey Questionnaires send by email to customers of a given subject field. Increase in feedback by prior notice given to customers relying on existing contacts with subject-matter divisions.

  11. Customer database: • Customer relation management system “Conso+Web” (presently some 20 000 customer data items, of which some 320 regular customers using the microcensus) • Genesis Online Database (1 700 customer data items)

  12. Customer database: First time customers Regular customers Regular customers in a given subject field MC Key Customers Genesis customers

  13. Outlook The customer satisfaction pilot study will probably be concluded by the end of 2006.

  14. Thank you very much for your attention! doris.staerk@destatis.de

More Related