Experience of
the Statistical Office of Estonia on
launching
user satisfaction surveys
Anne Nuka
Head of the Information and Marketing Service
Principles of conducting user
satisfaction surveys
 to conduct at least one survey each year
 to conduct only clearly targeted surveys (the target could be
a segment of users or a product (a service))
 to keep high response rates
 to survey both: active users and potential users
 to implement at least some of the results of the survey
The aim of user satisfaction surveys
 to learn about the reputation of the Statistical Office of
Estonia among the users of statistics,
 to learn about the need for obtaining statistical information,
 to study the preferences of users while using different
statistical products,
 to obtain the necessary information for product development.
User satisfaction surveys 2004
2004
Enterprises’ and institutions’ relations with the media 2003
(media)
Survey of the Users of Statistical Information
(visitors of the Information Centre)
2004 Enterprises’ and institutions’ relations
with the media. State agencies and institutions
Target group: journalists (TV and radio stations,
newspapers, information agencies)
Aim:
 to find out the journalists’ expectations to press representatives,
 to evaluate the relations of state agencies and institutions with
the media,
 to find out the journalists’ needs for different types of
information.
The survey was conducted by Turu-uuringu AS.
Response rate: 38%.
2004 Enterprises’ and institutions’ relations
with the media. State agencies and institutions
Results:
 the consistency of the Statistical Office in informing the
journalists was given a high rating,
 compared to 2002, the availablity of the press representative and
the speed to answer the inquiries of journalists has improved,
 lower than average rating was given to communication skills of
the personnel of the Statistical Office with the media,
 economic journalists gave the Statistical Office higher ratings
than news or domestic policy journalists,
 on the 10-point scale, the rating of the Statistical Office with
respect to communicating with the media was 6.17 (the average
of state agencies was 6.06).
2004 Enterprises’ and institutions’ relations with
the media. State agencies and institutions
As a result of the survey:
 it was decided that the personnel of the Statistical Office should
continue to receive training to improve their communication
skills with the media,
 to improve the accessibility of the management to journalists,
 it was decided to continue informing the journalists about the
availability and publication times of statistics, and to make the
publication calendar of the public database available on the web
site since 2005.
2004 Survey of the Users of Statistical
Information in the Information Centre
Target group:
visitors of the Information Centre of the Statistical
Office
Aim:
 to find out the possibilities how to use the statistical information
and satisfaction with these possibilities,
 to evaluate the interest in statistics of other countries or
international organisations,
 to find out the areas of statistics of greater interest.
The survey was conducted by the employees of the Information
and Marketing Service of the Statistical Office.
2004 Survey of the Users of Statistical
Information in the Information Centre
Contents:
 questionnaire survey where the respondent completed the
questionnaire without receiving any instructions,
 the questionnaire was completed by 60 visitors to the
Information Centre.
2004 Survey of the Users of Statistical
Information in the Information Centre
Results:
 68% of respondents use the publications of the Statistical
Office to find statistical information, 43% use the public
database,
 statistical information is mainly used for studies (35% of
respondents), self development (33%) and research (27%),
 43% of respondents needed the assistance of the consultant,
mainly for getting information about the existence and
availablity of statistics,
 respondents were mainly interested in statistics of Estonia and
European Union Member States.