Customer surveys –
Source of new development
in the work of Statistics
Sweden
Per Thörn
Central performed customer
studies
1984 –
1988
1993 –
1996 –
Public confidence
A customer survey
Customer satisfaction survey
Follow ups on orders over 10 000 SEK
Local performed studies
– follow-ups
– customer studies
– focus groups
– testing new products
How we use the results
Central performed studies
• Information to the government
• A tool in the planning and follow-up process
• A source to improve our customer relations in
the departments
Local performed studies
• Improving our products!?
Some problems
• How to interpret the results
• How to perform appropriate actions
• How to gather customer information in a
database
• How to make the information available
Rate of assignments with
mark 4 or lower
–97 –98 –99 –00 –01 –02 –03 –04
General satisfaction
4
3
4
4
2
2
2
1
Speed
8
9
10
10
7
6
7
4
Service
3
3
2
4
3
3
3
1
Punctuality
6
8
9
7
6
4
5
4
Contents
5
5
4
5
3
2
4
2
Easy to understand
3
4
4
4
4
3
3
2
Usefulness
3
2
2
3
2
1
2
2
12
12
14
11
6
8
8
9
Value for money
We are improving all the
time but in small steps