Q2010 – Internet based user satisfaction surveys Claudia Junker & Antonio Baigorri Eurostat

2 Structure of the presentation Background Types of user satisfaction surveys Results of some surveys The use of Internet Advantages and shortcomings Conclusions

3 Background Eurostat’s quality assurance framework –Documentation and measurement level –Evaluation level –Conformity level Link to user satisfaction surveys

4 Types of user satisfaction surveys General user satisfaction surveys –Why –How –What Specific domain user satisfaction surveys –Why –How –What –Domains covered

5 Results of some surveys General results Specific results Domain specific results Quality dimensions Quality ranking by users

6 The use of Internet – lessons learnt Mode of data collection Promotion of the survey Questionnaire design Tools used Follow-up of the results

7 Advantages and shortcomings Advantages in relation to the subject of the surveys Shortcoming sin relation to the subject of the survey Advantages in relation to the mode of data collection Shortcomings in relation to the mode of data collection

8 Conclusions The chosen approach The questionnaire The substance The mode of data collection Other user feedback