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WG 2
Audronė Miškinienė
Head, Public Relations
Division, SL
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
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USER SATISFACTION SURVEYS
 Annual on general issues since 1999
 Disseminated by fax, Internet and with key paper publications
 Results: majority preferred internet and e-mail services
 A specialised respondents’ survey in Dec. 2002
 Disseminated to respondents with annual Director’s letter
informing respondents about their participation in surveys
 A specialised survey of researchers in 2004
 Monthly survey of website visits since 2004
 2 outsources poles in 2005 (image and public
administration)
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
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Results: interest by statistical domain in 2001
(library visitors)
6%
Population and social
statistics
5%
General statistics
28%
7%
Retail trade
Macroeconomic
8%
Foreign trade
Business statistics
10%
15%
10%
Miscellaneous
Agriculture
11%
Finance statistics
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
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Results: Respondent survey, 2003
 Dec. 2002-Feb. 2003 – a sample of 3000 from 30,000
respondents
 Breakdown by urban and rural large, medium, small
enterprises
 Response rate 11.2 per cent (large urban – 11.0, medium
urban 11.3, small urban 5.4, large rural 5.3, medium rural
9.6, small rural 6.3 per cent)
 Simultaneous marketing of products and services (4 blocks
of questions: Usage and frequency, Quality and scope of
services, Opinion, Marketing-informative)
 Rating of publications/comparison with subscriptionpurchases
 Comparison with previous surveys (Library visitors,
internet)
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
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Top 10 publications
Respondent’s rating
Sales and subscription rating
 Earnings
 Financial indicators of
 Population census
 Statistical yearbook
 Crime and legal activities
 Monthly bulletin
 Foreign trade
 Labour market and
enterprises
 The Survey of Lithuanian
economy
 Earnings by structure
 Key indicators of small,
medium and large enterprises
 Monthly bulletin
 Construction prices
 Consumer prices
 Labour market and
employment
 Consumer and producer price
indices
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
employment
 Lithuania in figures
 FDI
 The Survey of Lithuanian
economy
 Earnings
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Observations
Just 6 % did not know our information
65% became users by browsing internet
Use statistics for comparisons within business,
business plans, reports, market research
Most interest in annual figures and short-term
statistics
Price is not important if info is timely and useful
76% prefer to receive data in e. form (47%
internet, 22% email, 7% CD)
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
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Results: scientific survey, 2004
Lithuanian user requests, 2003
Science
and
technology
Foreign
trade
88,9%
Domestic
trade
Population
and social
statistics
Agriculture
11,1%
General
statistics
Other users
Scientists and lectures (158)
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
Economy
and
business
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Foreign user requests, 2003
Foreign
trade
67,1%
Agriculture
32,9%
Domestic
trade
Population
and social
statistics
Science
and
technology
General
statistics
Economy
and
business
Other users
Researchers and lecturers (252)
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
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MONTHLY WEBSITE VISITS
Visits of www.std.lt, 2004–2005 by quarter
1st Q 2005
203857
4th Q
178692
3rd Q
120331
2nd Q
1st Q
91768
36226
Total number of visits in 2004
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
427 017
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VISITS BY TOP 5 DOMAINS, MONTHLY AVERAGE,
2004-2005 I Q
50000
45000
40000
35000
30000
25000
20000
15000
10000
5000
0
Statistics
Databases
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
Questionares
Catalogue
Press releases
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DAILY USAGE OF THE WEBSITE
Helsinki 13-15 June, 2005
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HOURLY USAGE OF THE WEBSITE
Helsinki 13-15 June, 2005
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Internet user polls
1.
“Alert me” services attribute to user group. If not –
user category “Other”. Analysis since June 2003.
2. Every month new poll on the website (e. g. 2005):
•
How often do You visit this website?
•
Which user group do you belong to?
•
What type of information are You searching?
Foreigners:
2003 9 %
2004 11% (New countries: Cyprus, Mexico,
Switzerland)
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
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Registration to „Alert me“ service by user
group in LT site version by month
2004
2005
140
140
Other
120
NGO's
120
Embasies
100
100
School children, students
80
Scientists
80
International institutions
60
60
Politicians
Gonvernment institutions
40
40
Business
20
20
Press
0
0
Jan. 2004
Feb. 2004
Mar. 2004
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
Apr. 2004
Jan. 2005
Feb. 2005
Mar. 2005
April 2005
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Conclusions
 Key visitors – students;
 In April 2004 the SL website was rated as institution rendering most
e.services (levels 3 and 4);
Considerations
Frequent questions on where to find what on the website, the
website architecture and user-friendliness have to be improved.
Not all user groups have been examined, so user surveys will
continue
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2
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THANK YOU FOR YOUR ATTENTION
Helsinki 13-15 June, 2005
3rd Nordic Marketing conference, W2