1. C. Laevaert,B. Le Goff DWG 4th and 5th May-2006
Report On User Surveys
C. Laevaert,B. Le Goff
DWG 4th and 5th May-2006

2. 1-Background information 2-The 2006 choices 3-The results 4-Conclusion

3. Background
On 21 September 2005 the Directors Meeting of Eurostat approved a document for the development of a communication and dissemination strategy. The principles of action are clearly defined
Putting into place a system for monitoring the levels of use and satisfaction of the various user groups is one of the objectives

4. The 2006 choices
User satisfaction is a key to success. Getting your users to tell you what’s good or bad about your products and/or services, and where you need improvement , helps you to ensure that your business measure up their expectations. As the main gateway to disseminate these products and services is our website, online satisfaction surveys will help us gather this important information

5. The 2006 choices Online survey means :
-The users are unknown and selected when entering the home page and requested to reply to a short questionnaire
- The users are known ( registered users) and when they logged on the portal , they are requested to reply to a short questionnaire
A series of 13 questions was prepared covering all the aspects of the free dissemination.

6. User Survey Results
Targeted to two main user groups - registered users: from 24/03 to 19/04 - anonymous users: from 19/04 to 21/04
Number of replies registered users anonymous users

7. User Survey Results
Overall satisfaction with Eurostat web site is high

8. Every Average Score > 5
User Survey Results
Every Average Score > 5

9. User Survey Results Anonymous Registered
Students + Companies = 50% Students + Private Users = 50%

10. User Survey Results
International audience: 69 countries EU (82% - 84%) Germany (16% - 13%) France (11% - 6%) Italy (16% - 7%) Non EU-25 (17%) USA (2 %) Switzerland (1.5%) Japan (1.5%)

11. User Survey Results
Young Population 47% younger 29 years 74% younger 39 years
High number of new users 46%-35% of “0 -1 year ago”

12. User Survey Results
High fidelity rate 11% once a day 44% once a week
Gender balance – Male 60%
Only 5% use exclusively Eurostat sources 80% use also NSI sources 52% consult also OECD sources

13. User Survey Results Themes Consulted: Top 3 :
Economy and Finance (71%)
Population and Social conditions (53.6%)
General and Regional Statistics (52.7%)

14. Every Average Score > 6
User Survey Results
Every Average Score > 6

15. User Survey Results
28% of the respondents wrote satisfaction comments about:
Search facilities
Navigation
Methodological information
Extraction tools

16. User Satisfaction Survey
« It is difficult to find the information you need, the page opens very slowly, the system is quite complicated » (Lithuania)
« Database extraction tools – rather complicated for a plain-vanilla non-professional internet user » (Slovenia)
« Navigation – often the assignment to categories is counterintuitive and titles are sometimes misleading » (Germany)

17. User Survey Results
« Small problems but the best source available and it’s free. Good job. » (Hungary)
« Service is great – was surprised as a first time user » (Germany)
« C’est la source d’informations la plus complète et la plus facile à utiliser que je connaisse » (Canada)

18. Conclusion
General satisfaction about the website but still place for improvements
A similar approach will be done concerning the publications and in particular the yearbook.

19. THANK YOU FOR YOUR ATTENTION
ANY QUESTION ?