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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
k
kitil
wi
k
kitil
wi
tlI
)1(,
)(,
)(
m
llu
m
llut
lI
tI
1
1)(
)(
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