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Striving for Excellence in User Support: Numbers and Trends Analysis

A detailed analysis of user support statistics in English, German, French, and Spanish, highlighting trends, user satisfaction levels, and areas for improvement. Findings indicate that prompt and detailed responses lead to high user satisfaction. However, delayed responses and lack of detailed answers negatively impact user experience. The analysis aims to enhance user support quality and efficiency within a European statistical data support environment.

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Striving for Excellence in User Support: Numbers and Trends Analysis

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  1. Sogeti: User support in numbers Pernille Schnoor Clausen SogetiLuxembourg Working Group "European Statistical Data Support" 14th of April 2018

  2. User support numbers - EN English : 278 replies since 28.10.16 : 53% very good 22% good 8% sufficient 17% Insufficient

  3. User support numbers - DE German : 110 replies since 09.12.2016 36% very good 36% good 7% sufficient 21% Insufficient

  4. User support numbers - FR French : 64 replies since 09.12.2016 44% very good 20% good 5% Sufficient 17% insufficient

  5. User support numbers - ES Spanish: 50 replies since 09.12.2016 72% Very good 26% good 12% Sufficient 6% insufficient

  6. Conclusions • Usersanswers to the surveys, when they are either very happy or very unhappy about the support • Happy users regarding the support: • Helpful • Professionel • Very good descriptions of methods • Detailed answers • High quality • Unhappy users regarding the support: • Lack of answer for a long period – more than 5 days (assigned requests) • Answers to questions were not detailed enough • Questions only partly answered

  7. Pernille Thank you for your attention!

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