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Monitoring public satisfaction through user satisfaction surveys
Committee for the Coordination of Statistical Activities
Helsinki6-7 May 2010
Steve . Clarke @ ec . europa . eu
6 May 2010 2
Structure of the presentation
Introduction
Background information on user satisfaction surveys in the ESS
Summary of information on user satisfaction surveys
Eurostat’s experience
Issues for international statistical organisations
6 May 2010 3
Introduction
How are international organisations ensuring public satisfaction?
Satisfaction with what?
What public?
What level of aggregation?
6 May 2010 4
Introduction
Satisfaction with what?
Published statistics?
Development and use of statistics for policy purposes?
The way data are collected and compiled?
The way data are kept secure?
The integrity of the official statistical institutions?
6 May 2010 5
Introduction
What public?
All citizens?
All users?
Key users?
Stakeholders?
6 May 2010 6
Introduction
What level of aggregation?
Individual
Local communities
Specific interest groups (culture, lifestyle)
Regional
National / International
6 May 2010 7
Introduction
Eurostat experience with user satisfaction surveys to measure public satisfaction, in the following sense:
Published statistics
Users
Regional / National
Follows the Code of Practice (Principle 11)
6 May 2010 8
Introduction
Code of Practice Principle 11: Relevance
European Statistics must meet the needs of users
Users are consulted about their needs
Users are asked for feedback
6 May 2010 9
Background
Eurostat user satisfaction surveys
General surveys in 2007 and 2009
Domain specific surveys from 2007 onwards
Member State user satisfaction surveys
Eurostat overview in 2008
6 May 2010 10
Eurostat general user satisfaction survey 2009
Based on an agreed model questionnaire for the ESS
Users views on the quality of the statistics and on the way
they are published
Carried out via the Internet, open to Eurostat web site users
6 May 2010 11
Eurostat general user satisfaction survey 2009
Over 1400 replies: 37% from students, academic and private
users
Identified areas for improvement (metadata, comparability,
quality control, easier data access)
Full report on Eurostat web site (quality pages)
6 May 2010 12
Eurostat domain specific surveys
Component of the Eurostat Quality Assurance Framework
To assess broader statistical production processes
Prices, Public Health, Transport,..
User satisfaction survey customised to the particular process
Provide valuable input for evaluating a statistical process
6 May 2010 13
National user satisfaction surveys
Summary information (Quality in Statistics Working Group 2009)
Timing, frequency and regularity
Target population
Type of satisfaction survey
Data collection modes
Themes and domains covered
6 May 2010 14
National user satisfaction surveys
Timing, frequency and regularity
Prompted by the Peer Reviews
Implemented regularly in a number of countries
Typically every 2 years
6 May 2010 15
National user satisfaction surveys
Target population
Expert users
Internet users
Registered users
Official statistics users
Varying response rates
6 May 2010 16
National user satisfaction surveys
Type of satisfaction survey
General user satisfaction surveys
Web-user surveys
Image surveys
Domain-specific
More focused / specialised user surveys (business
community)
6 May 2010 17
National user satisfaction surveys
Data collection modes
Computer-assisted web questionnaire
Emails / paper questionnaires
Telephone / face-to-face
6 May 2010 18
National user satisfaction surveys
Themes and domains covered
Quality of the data
Quality of the products and services
User characteristics
Variety of question styles
6 May 2010 19
Conclusions (1)
How are international organisations ensuring public satisfaction?
By promoting user satisfaction surveys in countries (Code of
Practice)
By doing own their own international user satisfaction surveys
By regularly monitoring the implementation of national user
satisfaction surveys
6 May 2010 20
Conclusions (2)
How are international organisations ensuring public satisfaction?
Providing a forum for developing and exchanging good practices
Contacting user representatives (e.g. ESAC)
Identifying common themes relating to data quality and service
quality
6 May 2010 21
Conclusions (3)
By engaging in a dialogue for further development…
questionnaire design
move from “users” to the “public”?
extend consideration of specialised / minority groups?
6 May 2010 22
Conclusions (4)
Going beyond satisfaction with “published statistics”?
Satisfaction with …
- Availability of statistics within and across the different policy
domains?
- The way data are collected (burden) and used (confidentiality)?
- The official statistical authorities (independent, honest,
accountable)?
6 May 2010 23
Conclusions (5)
By showing they add value to national data…
Presenting national data together for comparison
Respecting the different quality dimensions
Highlighting data differences and their implications
The End
Steve . Clarke @ ec . Europa . eu
