09 July 2008, Rome

European conference on Quality www.stat.gov.lt

System of customer satisfaction surveys & calculation of customer satisfaction index in SL

AudronėMiškinienė

Head of Public

Relations

Bronislava Kaminskienė

Head of Methodological and quality division

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

Subject-matter

Set-up of System of Customer satisfaction surveys

Position in QMS

Customer satisfaction index

Use of results

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

DG Decree signed 2006

Internet-related customer surveys (3)

Traditional satisfaction surveys (5)

Specialised surveys (1 or 2 per year)

System of customer satisfaction surveys

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

1. Web accessibility (monthly, quarterly)

2. Web users registered to Alert-me services (monthly, quarterly)

3. Opinion survey of web visitors (monthly)

Internet-related surveys

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

Traditional surveys

General SL visibility & image opinion poll (annual)

Eurostat data users (ESUS) (quarterly)

Visitors at Library-bookshop & Visitors‘ corners in Regional offices (quarterly)

Incoming user-requests (quarterly)

Opinion on statistical publications (annual)

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

Specialised surveys

Target group: Secondary school teachers

Territory: all LT

Survey period: May-June, 2007

Objective: usability & understanding of stat. info in schools

Survey method: 1163 schools: basic, secondary, upper-secondary. 2 size groups: small (≤ 270 pupils) & large (>270). Sample: 240. 3 questionnaires for small & 4 for large schools mailed & web-based

Questions: 18: 10 teaching-oriented + on topical issues

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

Uniform survey principles

1. General public

2. Public administration institutions (inc. municipalities)

3. Students and school children

4. R&D community

5. Media

6. Politicians

7. Business

8. International org.

9. Embassies

10. NGOs

1. Survey objective

2. User-groups surveyed

3. Periodicity

4. Survey programme, data collection means and form

5. Anticipated results and usage

6. Feedback with users

Approach / procedure Target groups Questions

Regular CoP:

1. Clarity

2. Sufficiency

3. Reliability

4. Relevance

National interest:

5. Awareness

6. Quality

+ Other 4–5 depend on topicality of issues

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

Outsourced Customer satisfaction surveys, 2005–2008

General – SL visibility & image opinion poll, July, 2005–2007

Specialised: Public administration, Oct.-Nov. 2005

Specialised: R&D community, Dec. 2006-Apr. 2007

Specialised: Upper secondary schools, May-June, 2007

Specialised: Business community, November 2007

2008

General – SL visibility & image opinion poll, July 2008

Specialised: Media, 3Q 2008

Specialised: repeated Public administration, 4 Q 2008

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

General SL Visibility & Image opinion poll, 2005–2008

Target group: 1005 persons aged 18–651005 persons aged 18–65

Territory: 95 points in all regions in LT95 points in all regions in LT

Survey period: JulyJuly

Objectives: 1. Awareness of population, opinion on Awareness of population, opinion on availability of stat. info., its quality, CoP-related availability of stat. info., its quality, CoP-related principles and comparisons.principles and comparisons.

2.2. Calculation of Customer satisfaction indexCalculation of Customer satisfaction index

Survey method: Standard interview by professional Standard interview by professional interviewer (10-11 questions, of which 6 constant).interviewer (10-11 questions, of which 6 constant). Omnibus method.Omnibus method.

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

Customer satisfaction index (1)Customer satisfaction index formula produced in 2007 & calculated

from constant questions in customer satisfaction surveys, attributing weights to replies.

Based on CoP principles and national needs

Clarity

Sufficiency

Reliability / trust

Relevance

4 characteristics = Customer satisfaction index

+ Awareness, visibility and image

5 characteristics = General customer satisfaction index

+ Quality

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

Customer satisfaction index (2)Customer satisfaction index is equal to weighted sum of

indices for every question

ul – weight of question l, m – number of questions used

Il(t) – index for question l,

k is the rank of positive answers (-k – negative answers)

wl,j – weight, evaluated from distribution of answers

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09 July 2008, Rome

European conference on Quality www.stat.gov.lt

Customer statisfaction evaluation, 2005-2007

45

50

55

60

65

Customer statisfaction level General Customer statisfactionlevel

Percent 2005 2006 2007

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

Strategy of Statistics Lithuania, 2008-2012

Objective:

Develop the system for evaluation of individual user needs and adjust it for the development of individual services

Actions:

Transition to satisfaction of individual user needs

Calculation of customer satisfaction index for specialised user groups

Expansion of DB, application of DB-based internet solutions

Improvement of conditions for users of primary data

Expected results:

Customer satisfaction index increased by 10 percentage points

Replies to user requests prepared in 3 working days on average

Structured statistical literacy training activities (5 and more a year)

User friendly website, products and services

09 July 2008, Rome

European conference on Quality www.stat.gov.lt

Thank you.Questions are welcome