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1 WG 2 Audronė Miškinienė Head, Public Relations Division, SL Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 2 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) Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 3 Results: interest by statistical domain in 2001 (library visitors) 6% Population and social statistics 5% General statistics 28% 7% Retail trade Macroeconomic 8% Foreign trade Business statistics 10% 15% 10% Miscellaneous Agriculture 11% Finance statistics Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 4 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 subscriptionpurchases Comparison with previous surveys (Library visitors, internet) Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 5 Top 10 publications Respondent’s rating Sales and subscription rating Earnings Financial indicators of Population census Statistical yearbook Crime and legal activities Monthly bulletin Foreign trade Labour market and 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 Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 employment Lithuania in figures FDI The Survey of Lithuanian economy Earnings 6 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) Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 7 Results: scientific survey, 2004 Lithuanian user requests, 2003 Science and technology Foreign trade 88,9% Domestic trade Population and social statistics Agriculture 11,1% General statistics Other users Scientists and lectures (158) Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 Economy and business 8 Foreign user requests, 2003 Foreign trade 67,1% Agriculture 32,9% Domestic trade Population and social statistics Science and technology General statistics Economy and business Other users Researchers and lecturers (252) Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 9 MONTHLY WEBSITE VISITS Visits of www.std.lt, 2004–2005 by quarter 1st Q 2005 203857 4th Q 178692 3rd Q 120331 2nd Q 1st Q 91768 36226 Total number of visits in 2004 Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 427 017 10 VISITS BY TOP 5 DOMAINS, MONTHLY AVERAGE, 2004-2005 I Q 50000 45000 40000 35000 30000 25000 20000 15000 10000 5000 0 Statistics Databases Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 Questionares Catalogue Press releases 11 DAILY USAGE OF THE WEBSITE Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 12 HOURLY USAGE OF THE WEBSITE Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 13 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) Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 14 Registration to „Alert me“ service by user group in LT site version by month 2004 2005 140 140 Other 120 NGO's 120 Embasies 100 100 School children, students 80 Scientists 80 International institutions 60 60 Politicians Gonvernment institutions 40 40 Business 20 20 Press 0 0 Jan. 2004 Feb. 2004 Mar. 2004 Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 Apr. 2004 Jan. 2005 Feb. 2005 Mar. 2005 April 2005 15 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 Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2 16 THANK YOU FOR YOUR ATTENTION Helsinki 13-15 June, 2005 3rd Nordic Marketing conference, W2