Ten recommendations to collect feedback from users François Brunet, Insee (France)

8. Using the feedback to define actions Necessary Confronting the feedback with what we feel/know and with what we want to do …and what we can do Now Later

1. Collecting feedback on a few precise topics To know what to do with the feedback To get precise answers To interview people during a brief period A few To have enough time to prepare, collect, analyse and define the actions for all of the topics

2. Choosing new topics each year To learn something new Do not miss topics It takes time to change our practices We will learn nothing very new by asking people one year after on the same topics To motivate our colleagues The colleagues in charge of a yearly topic can take it badly

3. Working with colleagues The people responsible for collecting feedback are not specialist of the topics that are chosen for a feedback We work with the responsible for the topic. Interested Have enough time

4. Interviewing specialist users and beginner users We can meet representatives from some of our most important users Interviewing a ‘sample’ of our users Interviewing specialists and beginner users ideas to enlarge the services ideas to enlarge the number of users very important ideas

7. Knowing the different methods to collect feedback Not only online survey Focus groups Individual interviews Telephone interviews and mystery calls Analysis of questions we receive Analysis of our website statistics

10. Acting quickly Collecting feedback should be much faster than a statistical activity The results in 2 or 3 months The definition of the actions between 1 month and 1 year The follow-up of actions can take years

9. Issuing the main results of the feedback With some improvement actions We can communicate the results : to the people who work in our institution. to the people who have given their feedback. to a more general and broad audience (on the internet)

Conclusion In a statistical institute, the culture is scientific It is very important To gather feedback To work with colleagues To change the topics each year To interview beginner users

5. Interviewing users from different professions “professions” = teacher, local authority, national authority, researcher, student, journalist, private company, associations and individuals journalists from different types of media: economic media, general media, newspapers, television, radio… If question on this recommendation