User Satisfaction Survey ESDS Germany. Forsa Institute. Daniel O Donnell International Statistics i-punkt Berlin Statistisches Bundesamt October 2009

Transcription

1 User Satisfaction Survey ESDS Germany Forsa Institute Daniel O Donnell International Statistics i-punkt Berlin Statistisches Bundesamt October 2009

2 Background Information Survey Design

3 ESDS Germany, key facts Participant in grant scheme since 2004 Treatment of approx requests per year No independent user survey so far Main user groups: educational sector and enterprises Results also wanted for political / public sector and for media / journalists Most journalists use Eurostat Media Support but we assist in certain cases (eg. language problems)

4 ESDS, profile of services provided Telephone user support Written requests in German and English ESDS Germany maintains its own website Public relations: trade fairs, presentations, training sessions, publications, leaflets

5 ESDS Germany, No of requests

6 Reasons for carrying out survey Identification of aspects where improvement is needed Assessment of the value that the ESDS network service provides Assessment of how users perceive free of charge dissemination Evaluation of user perception of our service in Germany and of our website Evaluation of user perception of Eurostat and Eurostat products

7 Method Independent, professional institute Computer assisted telephone interview Number of user contacts provided: 1358 Sample size: 309 users were contacted Sample was divided into 5 strata (enterprises, educational sector, media, politics/admin, others) Sample size offers results with sampling error of 2.5% for all users and 5% for each user category chosen as stratum

8 Sampling plan Strata N s=0,05 s=0,025 Prop n Politics, Public Service Education Enterprises Media Others Total

9 ESDS Germany, tasks Preparation of client contact data Gaining approval from data protection officer Designing questionnaire Implementation of sampling plan (5 user categories) Informing users in advance by Forsa Institute, tasks Support in designing survey questionnaire Training of interviewers, pretest Telephone interviews Reporting, presentation of results

10 The Main Results of the Survey

11 Reason for contacting ESDS (%) find data save time verify data methods technical problems Multiple answers allowed

12 Frequency of use: Eurostat database less, 7% 1 to 2 times per week, 16% a few times per year, 44% 1 to 2 times per month, 33% Basis: All respondents that are familiar with Eurostat database

13 Level of satisfaction: Telephone requests extremely / very satisfied satisfied friendliness competence clear response service hours

14 Level of satisfaction: Written requests 100 extremely / very satisfied satisfied time until individual competence exhaustiveness treated response

15 Level of satisfaction: EDS website extremely / very satisfied satisfied dissatisfied information provided user friendliness

16 Level of satisfaction: Eurostat databases extremely / very satisfied satisfied reliability of scope of data data offered data availability in database tables timeliness metadata

17 Availability of database and metadata in German language extremely important very important important %

18 Offering advice on EU statistics in German language extremely important very important important %

19 Service providing advice is part of official statistical system extremely important very important important %

20 Service also able to offer advice on other international statistics extremely important very important important %

21 Service and data free of charge extremely important very important important % All respondents extremely important very important Students

22 Thank you for your attention Foto Auskunft: panthermedia.net / Rilo N. Foto Europa: Photocase, ID: