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Methods to improve scb.se with a user perspective

Cecilia Westström Statistics Sweden

June 2011

Methods for user feedback

• Customer and user surveys• Statistics• Customer service• User councils

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

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

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

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

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 budgetQualitative 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

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