methods for user feedback
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Methods to improve scb.se with a user perspective Cecilia Westström Statistics Sweden June 2011. Methods for user feedback. Customer and user surveys Statistics Customer service User councils. Customer and user surveys. Meetings with customer and users - PowerPoint PPT PresentationTRANSCRIPT
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Methods to improve scb.se with a user perspective
Cecilia Westström Statistics Sweden
June 2011
Methods for user feedback
• Customer and user surveys• Statistics• Customer service• User councils
Customer and user surveys
• Meetings with customer and users• Web questionnaire - larger paying
customers• In-depth interviews – larger paying
customers• Web survey – everyone buying statistics• Sample survey - general public• Website questionnaire – website visitors
Statistics
• Statistics service about visits• Webpages• Documents
• Statistics on differents channels• Website• Database• Customer service• Publications
analysing to see what does not work and how usage is changing over time
Customer service – acting user
• Centralized customer service gradually since 2008• 3-4 persons from 9 to 16.30• Telephone and email• Very satisfied users• Direct feedback for web developers
• Permanent working group• Customer service, web coordinators, web editors• Driven by what customer service sees as problems
for website users
User councils• External communication
• Representing our user groups (teachers are difficult!)
• Meets three times a year• Communication channels, user groups• Input what is desired to change
• Subject matter user council• Communication dep reads notes communication
is not in focus
Continued work - improvement (1)
• Closer definition of user groups (Christine’s paper) and analyzing which groups we do not know enough about
• Prioritizing within the user surveys budgetQualitative study for journalists, teachers and focus
on web site users this fall (less for buying customers) customer service users too satisfied change study
• Highlight the problems arising from Customer service at communication management level
• Facebook?• Kundo? licensed website for user opinion connected
to our standard website
Continued work - improvement (2)
• Communication discussion with the important users in subject matter user councils
• How do we go from knowing to acting• Working groups with the whole organisation• Concentrated information to top management• Use the reports ourselves in annual planning