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Monitoring public satisfaction through user satisfaction surveys

Monitoring public satisfaction through user satisfaction surveys. Committee for the Coordination of Statistical Activities Helsinki 6-7 May 2010 Steve . Clarke @ ec . europa . eu. Structure of the presentation. Introduction Background information on user satisfaction surveys in the ESS

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Monitoring public satisfaction through user satisfaction surveys

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  1. Monitoring public satisfaction through user satisfaction surveys Committee for the Coordination of Statistical Activities Helsinki 6-7 May 2010 Steve.Clarke@ec.europa.eu

  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

  3. Introduction How are international organisations ensuring public satisfaction? • Satisfaction with what? • What public? • What level of aggregation?

  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?

  5. Introduction What public? • All citizens? • All users? • Key users? • Stakeholders?

  6. Introduction What level of aggregation? • Individual • Local communities • Specific interest groups (culture, lifestyle) • Regional • National / International

  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)

  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

  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

  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

  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)

  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

  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

  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

  15. National user satisfaction surveys Target population • Expert users • Internet users • Registered users • Official statistics users • Varying response rates

  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)

  17. National user satisfaction surveys Data collection modes • Computer-assisted web questionnaire • Emails / paper questionnaires • Telephone / face-to-face

  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

  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

  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

  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?

  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)?

  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

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