1. 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, 23-25 November 2009 Petteri Baer, Regional Adviser, UNECE

2. Petteri Baer - UNECE Statistical Division Slide 225.11.2009 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

3. Petteri Baer - UNECE Statistical Division Slide 325.11.2009 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.

4. Petteri Baer - UNECE Statistical Division Slide 425.11.2009 Very often you do not really know, who your users are, when you provide services on the internet

5. Petteri Baer - UNECE Statistical Division Slide 525.11.2009 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)

6. Petteri Baer - UNECE Statistical Division Slide 625.11.2009 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

7. Petteri Baer - UNECE Statistical Division Slide 725.11.2009 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

8. Petteri Baer - UNECE Statistical Division Slide 825.11.2009 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

9. Petteri Baer - UNECE Statistical Division Slide 925.11.2009 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.org

10. Petteri Baer - UNECE Statistical Division Slide 1025.11.2009 Remember!  Only used statistical information is useful statistical information!  Thank you for your attention!  petteri.baer@unece.org