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ASSIST & user survey pilot project Patrick Müller/Henric Anselm Unit B4 – Digital Dissemination

This overview highlights improvements in the user support feedback system, including automatic invitations for feedback and reporting on timeliness in answering online requests. Learn about the implemented or soon-to-be-implemented enhancements.

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ASSIST & user survey pilot project Patrick Müller/Henric Anselm Unit B4 – Digital Dissemination

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  1. ASSIST & user survey pilot projectPatrick Müller/Henric AnselmUnit B4 – Digital Dissemination Working Group European Statistical Data Support 24-25 April 2017

  2. Overview of implemented or soon to be implemented improvements • Knowledge database – remember to use! • Reporting of timeliness in answering online requests • Automatic invitation for user feedback – EN pilot • Extraction of user requests • Flag a request as N/A (before summer 2017)

  3. Reporting on timeliness in answering requests

  4. Reporting on timeliness in request treatment

  5. Reporting on timeliness in answering online requests

  6. Reporting on timeliness in answering online requests

  7. Reporting on timeliness in answering online requests

  8. Automatic invitation for user feedback • Can be activated individually for each support centre • Automatic email notification sent to the user after a specified delay once the request status becomes 'Resolved' – delay can be set between 1-9 days • Pilot English (set 3 days) – so far 132 replies • Email messages can be translated in different languages • User feedback form is external to ASSIST

  9. Automatic invitation for user feedback – email example Dear Patrick MÜLLER, You have recently contacted Eurostat's user support network. With a view to continual service improvement, we would like to have your opinion. It won’t take more than 2-3 minutes.Could you please reply to a few questions by clicking on https://ec.europa.eu/eusurvey/runner/UserSupportFeedbackSurvey ?Thank you in advance for your participation, Eurostat User Support Service

  10. Automatic invitation for user feedback – survey

  11. Automatic invitation for user feedback – survey

  12. Automatic invitation for user feedback – admin

  13. Extraction of user requests

  14. Flag a request as N/A (before summer 2017) • When requests should not be counted in quarterly reports • User support members can flag such request but, if needed can still treat it

  15. Thank you! Any questions?

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