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Methods for user feedback

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Methods to improve scb.se with a user perspective Cecilia Westström Statistics Sweden June 2011. Methods for user feedback. Customer and user surveys Statistics Customer service User councils. Customer and user surveys. Meetings with customer and users

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Methods for user feedback

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  1. Methods to improvescb.se with a userperspectiveCecilia Westström Statistics SwedenJune 2011

  2. Methods for user feedback • Customer and usersurveys • Statistics • Customer service • Usercouncils

  3. Customer and usersurveys • Meetings with customer and users • Web questionnaire - larger paying customers • In-depth interviews – larger paying customers • Web survey – everyone buying statistics • Sample survey - general public • Website questionnaire – website visitors

  4. Statistics • Statistics service about visits • Webpages • Documents • Statistics on differents channels • Website • Database • Customer service • Publications analysing to seewhatdoes not work and howusage is changing over time

  5. Customer service – actinguser • Centralizedcustomer service graduallysince 2008 • 3-4 persons from 9 to 16.30 • Telephone and email • Verysatisfiedusers • Direct feedback for webdevelopers • Permanent working group • Customer service, webcoordinators, web editors • Driven by whatcustomer service sees as problems for websiteusers

  6. Usercouncils • Externalcommunication • Representingourusergroups (teachers are difficult!) • Meetsthreetimes a year • Communication channels, usergroups • Input what is desired to change • Subjectmatterusercouncil • Communication dep reads notes communication is not in focus

  7. Continuedwork - improvement(1) • Closer definition of usergroups (Christine’spaper) and analyzingwhichgroupswedo not knowenoughabout • Prioritizingwithin the usersurveys budget • Qualitativestudy for journalists, teachers and focus on websiteusers this fall (less for buyingcustomers) • customer service userstoosatisfied changestudy • Highlightthe problems arising from Customer service at communication management level • Facebook? • Kundo? licensedwebsite for user opinion connected to our standard website

  8. Continued work - improvement(2) • Communication discussion with the important users in subject matter user councils • How do we go from knowing to acting • Working groups with the whole organisation • Concentrated information to top management • Use the reports ourselves in annual planning

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