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ASSIST & user survey pilot project Patrick Müller/Henric Anselm Unit B4 – Digital Dissemination. Working Group European Statistical Data Support 24-25 April 2017. Overview of implemented or soon to be implemented improvements Knowledge database – remember to use!
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ASSIST & user survey pilot projectPatrick Müller/Henric AnselmUnit B4 – Digital Dissemination Working Group European Statistical Data Support 24-25 April 2017
Overview of implemented or soon to be implemented improvements • Knowledge database – remember to use! • Reporting of timeliness in answering online requests • Automatic invitation for user feedback – EN pilot • Extraction of user requests • Flag a request as N/A (before summer 2017)
Automatic invitation for user feedback • Can be activated individually for each support centre • Automatic email notification sent to the user after a specified delay once the request status becomes 'Resolved' – delay can be set between 1-9 days • Pilot English (set 3 days) – so far 132 replies • Email messages can be translated in different languages • User feedback form is external to ASSIST
Automatic invitation for user feedback – email example Dear Patrick MÜLLER, You have recently contacted Eurostat's user support network. With a view to continual service improvement, we would like to have your opinion. It won’t take more than 2-3 minutes.Could you please reply to a few questions by clicking on https://ec.europa.eu/eusurvey/runner/UserSupportFeedbackSurvey ?Thank you in advance for your participation, Eurostat User Support Service
Flag a request as N/A (before summer 2017) • When requests should not be counted in quarterly reports • User support members can flag such request but, if needed can still treat it
Thank you! Any questions?