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S ystem of customer satisfaction surveys & calculation of customer satisfaction index in SL. Audronė Miškinienė Head of Public Relations. Bronislava Kaminskien ė Head of Methodological and quality division. S ubject-matter. Set-up of System of Customer satisfaction surveys

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s ystem of customer satisfaction surveys calculation of customer satisfaction index in sl
System of customer satisfaction surveys & calculation of customer satisfaction index in SL

Audronė

Miškinienė

Head of Public Relations

Bronislava Kaminskienė

Head of Methodological and quality division

European conference on Quality www.stat.gov.lt

s ubject matter
Subject-matter
  • Set-up of System of Customer satisfaction surveys
  • Position in QMS
  • Customer satisfaction index
  • Use of results

European conference on Quality www.stat.gov.lt

slide3
DG Decree signed 2006

Internet-related customer surveys (3)

Traditional satisfaction surveys (5)

Specialised surveys (1 or 2 per year)

System of customer satisfaction surveys

European conference on Quality www.stat.gov.lt

slide4
1.Web accessibility (monthly, quarterly)

2.Web users registered to Alert-me services (monthly, quarterly)

3. Opinion survey of web visitors (monthly)

Internet-related surveys

European conference on Quality www.stat.gov.lt

traditional surveys
Traditional surveys
  • General SL visibility & imageopinion poll (annual)
  • Eurostat data users (ESUS) (quarterly)
  • Visitors at Library-bookshop&Visitors‘ corners in Regional offices (quarterly)
  • Incoming user-requests (quarterly)
  • Opinion on statistical publications (annual)

European conference on Quality www.stat.gov.lt

specialised surveys
Specialised surveys

Target group:Secondary school teachers

Territory:all LT

Survey period:May-June, 2007

Objective:usability & understanding of stat. info in schools

Survey method:1163schools: basic, secondary, upper-secondary.2 size groups: small (≤ 270 pupils) & large (>270). Sample: 240. 3 questionnaires for small & 4 for large schools mailed & web-based

Questions:18: 10 teaching-oriented + on topical issues

European conference on Quality www.stat.gov.lt

uniform survey principles
Uniform survey principles

Target groups

Questions

Approach / procedure

  • General public
  • Public administration institutions (inc. municipalities)
  • Students and school children
  • R&D community
  • Media
  • Politicians
  • Business
  • International org.
  • Embassies
  • NGOs

Survey objective

User-groups surveyed

Periodicity

Survey programme, data collection means and form

Anticipated results and usage

Feedback with users

Regular CoP:

1. Clarity

2. Sufficiency

3. Reliability

4. Relevance

National interest:

5. Awareness

6. Quality

+ Other 4–5 depend on topicality of issues

European conference on Quality www.stat.gov.lt

outsourced customer satisfaction surveys 2005 200 8
Outsourced Customersatisfactionsurveys, 2005–2008
  • General – SL visibility & image opinion poll, July, 2005–2007
  • Specialised: Public administration, Oct.-Nov. 2005
  • Specialised: R&D community, Dec. 2006-Apr. 2007
  • Specialised: Upper secondary schools, May-June, 2007
  • Specialised: Business community, November 2007
  • 2008
  • General – SL visibility & image opinion poll, July 2008
  • Specialised: Media, 3Q 2008
  • Specialised: repeated Public administration, 4 Q 2008

European conference on Quality www.stat.gov.lt

general sl visibility image opinion poll 2005 200 8
General SL Visibility & Image opinion poll, 2005–2008

Target group:1005 persons aged 18–65

Territory:95 points in all regions in LT

Survey period:July

Objectives:1.Awareness of population, opinion on availability of stat. info., its quality, CoP-related principles and comparisons.

2.Calculation of Customer satisfaction index

Survey method:Standard interview by professional interviewer (10-11 questions, of which 6 constant).Omnibus method.

European conference on Quality www.stat.gov.lt

customer satisfaction index 1
Customer satisfaction index (1)

Customer satisfaction index formula produced in 2007 & calculated from constant questions incustomer satisfaction surveys,attributing weights to replies.

Based on CoP principles and national needs

Clarity

Sufficiency

Reliability / trust

Relevance

4 characteristics= Customer satisfaction index

+ Awareness, visibility and image

5 characteristics= General customer satisfaction index

+ Quality

European conference on Quality www.stat.gov.lt

customer satisfaction index 2
Customer satisfaction index (2)

Customer satisfaction index is equal to weighted sum of indices for every question

ul– weight of question l, m – number of questions used

Il(t)– index for question l,

k is the rank of positive answers (-k – negative answers)

wl,j – weight, evaluated from distribution of answers

European conference on Quality www.stat.gov.lt

customer statisfaction evaluation 2005 2007
Customer statisfaction evaluation, 2005-2007

European conference on Quality www.stat.gov.lt

strategy of statistics lithuania 2008 2012
Strategy of Statistics Lithuania, 2008-2012

Objective:

Develop the system for evaluation of individual user needs and adjust it for the development of individual services

Actions:

  • Transition to satisfaction of individual user needs
  • Calculation of customer satisfaction index for specialised user groups
  • Expansion of DB, application of DB-based internet solutions
  • Improvement of conditions for users of primary data

Expected results:

  • Customer satisfaction index increased by 10 percentage points
  • Replies to user requests prepared in 3 working days on average
  • Structured statistical literacy training activities (5 and more a year)
  • User friendly website, products and services

European conference on Quality www.stat.gov.lt

thank you questions are welcome
Thank you.Questions are welcome

European conference on Quality www.stat.gov.lt