3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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Audronė Miškinienė

Head, Public Relations Division, SL

WG 2

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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USER SATISFACTION SURVEYS

Annual on general issues since 1999

Disseminated by fax, Internet and with key paper publications

Results: majority preferred internet and e-mail services

A specialised respondents’ survey in Dec. 2002

Disseminated to respondents with annual Director’s letter informing respondents about their participation in surveys

A specialised survey of researchers in 2004

Monthly survey of website visits since 2004

2 outsources poles in 2005 (image and public administration)

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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Results: interest by statistical domain in 2001(library visitors)

Population and social statistics

General statistics

Retail trade

Macroeconomic

Foreign trade

Business statistics

Miscellaneous

Agriculture

Finance statistics

28%

15%

11%

10%

10%

8%

7%

6%5%

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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Results: Respondent survey, 2003

Dec. 2002-Feb. 2003 – a sample of 3000 from 30,000 respondents

Breakdown by urban and rural large, medium, small enterprises

Response rate 11.2 per cent (large urban – 11.0, medium urban 11.3, small urban 5.4, large rural 5.3, medium rural 9.6, small rural 6.3 per cent)

Simultaneous marketing of products and services (4 blocks of questions: Usage and frequency, Quality and scope of services, Opinion, Marketing-informative)

Rating of publications/comparison with subscription-purchases

Comparison with previous surveys (Library visitors, internet)

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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Top 10 publicationsRespondent’s rating

Earnings

Financial indicators of enterprises

The Survey of Lithuanian economy

Earnings by structure

Key indicators of small, medium and large enterprises

Monthly bulletin

Construction prices

Consumer prices

Labour market and employment

Consumer and producer price indices

Sales and subscription rating

Population census

Statistical yearbook

Crime and legal activities

Monthly bulletin

Foreign trade

Labour market and employment

Lithuania in figures

FDI

The Survey of Lithuanian economy

Earnings

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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Observations

Just 6 % did not know our information

65% became users by browsing internet

Use statistics for comparisons within business, business plans, reports, market research

Most interest in annual figures and short-term statistics

Price is not important if info is timely and useful

76% prefer to receive data in e. form (47% internet, 22% email, 7% CD)

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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Results: scientific survey, 2004

Lithuanian user requests, 2003

88,9%

11,1%

Other users

Scientists and lectures (158)

Science and

technology

Domestic trade

Foreign trade

Agriculture

Economy and

business

General statistics

Population and social statistics

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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Foreign user requests, 2003

32,9%

67,1%

Other users

Researchers and lecturers (252)

Foreign trade

Domestic trade

Agriculture

Science and

technology

Economy and

business

General statistics

Population and social statistics

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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Visits of www.std.lt, 2004–2005 by quarter

MONTHLY WEBSITE VISITS

Total number of visits in 2004 427 017

36226

91768

120331

178692

203857

1st Q

2nd Q

3rd Q

4th Q

1st Q 2005

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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VISITS BY TOP 5 DOMAINS, MONTHLY AVERAGE, 2004-2005 I Q

0

5000

10000

15000

20000

25000

30000

35000

40000

45000

50000

Statistics Databases Questionares Catalogue Press releases

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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DAILY USAGE OF THE WEBSITE

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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HOURLY USAGE OF THE WEBSITE

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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Internet user polls

1. “Alert me” services attribute to user group. If not – user category “Other”. Analysis since June 2003.

2. Every month new poll on the website (e. g. 2005):

• How often do You visit this website?

• Which user group do you belong to?

• What type of information are You searching?

Foreigners:

2003 9 %

2004 11% (New countries: Cyprus, Mexico, Switzerland)

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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Registration to „Alert me“ service by user group in LT site version by month

0

20

40

60

80

100

120

140

Jan. 2004 Feb. 2004 Mar. 2004 Apr. 2004

Other

NGO's

Embasies

School children, students

Scientists

International institutions

Politicians

Gonvernment institutions

Business

Press

0

20

40

60

80

100

120

140

Jan. 2005 Feb. 2005 Mar. 2005 April 2005

2004 2005

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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Conclusions

Key visitors – students;

In April 2004 the SL website was rated as institution rendering most e.services (levels 3 and 4);

Considerations

Frequent questions on where to find what on the website, the website architecture and user-friendliness have to be improved.

Not all user groups have been examined, so user surveys will continue

3rd Nordic Marketing conference, W2

Helsinki 13-15 June, 2005

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THANK YOU FOR YOUR ATTENTION