united nations economic commission for europe statistical division the role of feedback in...
TRANSCRIPT
United Nations Economic Commission for EuropeStatistical DivisionUnited Nations Economic Commission for EuropeStatistical Division
The role of feedback in developing good
dissemination practicesTraining Workshop on Disseminating MDG
Indicators and Statistical Information
Astana, Kazakhstan, 23-25 November 2009
Petteri Baer, Regional Adviser, UNECE
25.11.2009 Petteri Baer - UNECE Statistical Division Slide 2
Good user relations are important, because…
Only used statistical information is useful information
Statistics is mainly not produced for the archives
If statistics does not serve as a tool for decision making and helping to understand on-going phenomena, it has failed its core function
25.11.2009 Petteri Baer - UNECE Statistical Division Slide 3
If we do not know our users
We will not know how satisfied or dissatisfied they are with the present services we provide
We will not know about any unmet needs in the field of statistics
It will be difficult to develop services that better fit their information needs.
25.11.2009 Petteri Baer - UNECE Statistical Division Slide 4
Very often you do not really know, who your users are, when you provide services on the internet
25.11.2009 Petteri Baer - UNECE Statistical Division Slide 5
The importance of good contact information
User lists• Existing customers and
contacts• Regular and heavy users
of economical statistics Contact directories Feedback contacts Contact / Customer
database Customer
Relationship Management (CRM)
25.11.2009 Petteri Baer - UNECE Statistical Division Slide 6
For good user interaction at least a Customer Database is needed
For contacting For surveys on
satisfaction or dissatisfaction
For presenting new targeted services
For other forms of interaction
25.11.2009 Petteri Baer - UNECE Statistical Division Slide 7
Marketing
Customers
Mana-gement
Adminis-tration
Sales
Product development
Developmentprojects
Customerintelligence
Project intelligence
Contactintelligence
Lead intelligence
Informationretrievals Quote
intelligence
Campaignintelligence
Customer Database
Customerservice
Functions Information providers Information users
Projectgroups
25.11.2009 Petteri Baer - UNECE Statistical Division Slide 8
Statistical agencies profit much from active and critical feedback (1)
Having more feedback will help us to develop our services
Interaction with critical customers will help us in having a positive pressure on performing better
25.11.2009 Petteri Baer - UNECE Statistical Division Slide 9
Statistical agencies profit much from active and critical feedback (2)
A demanding customer is like a grain of sand within the mussel. It doesn’t feel good but the result may be a beautiful pearl!
Thank you for your attention!
25.11.2009 Petteri Baer - UNECE Statistical Division Slide 10
Remember! Only used
statistical information is useful statistical information!
Thank you for your attention!