1. Principles of conducting user surveys in Statistics Estonia
Anne Nuka

2. Historic background
The first user satisfaction survey was launched in 1996.
Since user satisfaction surveys have been conducted (at the beginning a survey was conducted every second year, since 2000 each year).
Most of user surveys are outsourced.

3. User surveys
Principles of conducting user surveys in Statistics Estonia:
- to conduct at least one survey each year
- to conduct only clearly targeted surveys
- to keep high response rates
- to survey both: active users and/or potential users
- to implement as much as possible the results of the survey

4. User satisfaction surveys
The aim of the user satisfaction surveys:
to learn about the need for obtaining statistical information
to study the preferences of users while using different statistical products
to get feedback on products and services of Statistics Estonia
to obtain the necessary information for product development

5. Reputation surveys The aim of the reputation surveys:
to learn about the trends of reputation of Statistics Estonia among the users and potential users of statistics
to get feedback on factors influencing the reputation

6. User satisfaction surveys
Survey of the CD-ROM of the “Statistical Yearbook of Estonia”
2000 subscribers to the CD-ROM
Web Site Use Survey
government agencies, students
enterprises, students
Survey of the Users of Statistical Information
subscribers to the statistical publications
2004 visitors of the Information Centre

7. Reputation surveys Survey of the Reputation of Statistics Estonia
1996 schools, media, embassies
1998 ministries, government agencies, county governments
2001 enterprises
The Visual Identity Survey
customers and potential customers from different segments
Enterprises’ and institutions’ relations with the media
media

8. 2006 Enterprises’ and institutions’ relations with the media
Target group: journalists (45% editors, 36% reporters, 11% editors-in-chief, 4% correspondents)
The survey enables to compare the skills of the communication with the media in Statistics Estonia to other governmental institutions.

9. 2006 Enterprises’ and institutions’ relations with the media
The aim of the survey was to find out the ratings to communication with the media by the following indicators:
- skills of communication with the media
- openness of information
- speed of responding to queries
- reliability of information
- continuity of information
- availability of the Press Officer
- availability of management (administration)
- general image of Statistics Estonia

10. Rating to government agencies communication with the media, 2004–2005

11. Distribution of ratings to Statistics Estonia, 2005
Average of Statistics Estonia, 2005

12. 2006 Enterprises’ and institutions’ relations with the media
Actions for the future:
to continue conducting media trainings for statisticians
to increase the importance of statistical analysis in news releases, publications
to publish statistics focusing more on essential subjects actual in the society
to continue informing journalists on how to use databases, where to find statistical information, etc.

13. Availability of the results of user surveys
Information Centre of Statistics Estonia
Intranet
Web site – short description of surveys of the two latest years
Annual report – short description

14. Thank you!