United Nations Economic Commission for Europe Statistical Division The role of feedback in developing good dissemination practices Training Workshop on Disseminating MDG Indicators and Statistical Information Astana, Kazakhstan, November 2009 Petteri Baer, Regional Adviser, UNECE

Petteri Baer - UNECE Statistical Division Slide Good user relations are important, because…  Only used statistical information is useful information  Statistics is mainly not produced for the archives  If statistics does not serve as a tool for decision making and helping to understand on-going phenomena, it has failed its core function

Petteri Baer - UNECE Statistical Division Slide If we do not know our users  We will not know how satisfied or dissatisfied they are with the present services we provide  We will not know about any unmet needs in the field of statistics  It will be difficult to develop services that better fit their information needs.

Petteri Baer - UNECE Statistical Division Slide Very often you do not really know, who your users are, when you provide services on the internet

Petteri Baer - UNECE Statistical Division Slide The importance of good contact information  User lists Existing customers and contacts Regular and heavy users of economical statistics  Contact directories  Feedback contacts   Contact / Customer database   Customer Relationship Management (CRM)

Petteri Baer - UNECE Statistical Division Slide For good user interaction at least a Customer Database is needed  For contacting  For surveys on satisfaction or dissatisfaction  For presenting new targeted services  For other forms of interaction

Petteri Baer - UNECE Statistical Division Slide Marketing Customers Mana- gement Adminis- tration Sales Product development Development projects Customer intelligenc e Project intelligence Contact intelligence Lead intelligence Informatio n retrievals Quote intelligence Campaign intelligence Customer Database Customer service Functions Information providers Information users Project groups

Petteri Baer - UNECE Statistical Division Slide Statistical agencies profit much from active and critical feedback (1)  Having more feedback will help us to develop our services  Interaction with critical customers will help us in having a positive pressure on performing better

Petteri Baer - UNECE Statistical Division Slide Statistical agencies profit much from active and critical feedback (2)  A demanding customer is like a grain of sand within the mussel. It doesn’t feel good but the result may be a beautiful pearl!  Thank you for your attention! 

Petteri Baer - UNECE Statistical Division Slide Remember!  Only used statistical information is useful statistical information!  Thank you for your attention! 