User satisfaction with Statistics Iceland increased from 2015 to 2017 from 6.6 to 7.2 on a scale from 0-10, 0 meaning completely dissatisfied and 10 meaning completely satisfied. The satisfaction measure from 2017 was the highest since Statistics Iceland started to measure user satisfaction in 2009. In 2009, satisfaction was measured as 6.7 and 6.9 when measured again in 2013.
In total, more than 65% of users were satisfied with the service provided by Statistics Iceland (chose 6 or 7 from a 7 point scale) and more than 55% of users were satisfied with the official statistics published by Statistics Iceland.
Statistics on prices (37.4%), income and wages (36.8%), and population (36.3%) were the most popular statistical categories. Building cost index (0.5%) and statistics on justice (1.1%) were the least likely to be used.
Influences on user satisfaction
Multiple regression was applied to assess the influence of different quality dimensions on the satisfaction of users with official statistics produced by Statistics Iceland and the services provided by Statistics Iceland. The results are presented in table 1.
|Table 1. Influences on service satisfaction and satisfaction with official statistics|
|Precision of statistics||0.09||0.059||-||0.19||0.064||p>0.01|
|Comparable time periods||0.04||0.059||-||-0.10||0.065||-|
|Cross country comparability||-0.13||0.061||p>0.05||-0.08||0.067||-|
|Easilu accesible statistics||-0.03||0.068||-||0.18||0.075||p>0.05|
|Easily understandable publications||0.15||0.068||p>0.05||0.10||0.075||-|
|User friendly website||0.10||0.059||p>0.10||0.05||0.065||-|
The most important quality dimensions for user satisfaction with official statistics were that users’ needs were fulfilled and that comparable categories and definitions were used for different types of official statistics. By focusing on these two quality dimensions in its work, Statistics Iceland could increase user satisfaction with disseminated official statistics.
In order to increase user satisfaction with the service provided by Statistics Iceland the emphasis should be on ensuring that official statistics are precise, that statistics are disseminated as soon as possible and that comparable categorization and definitions are used across different types of statistics.
The total number of respondents was 190. In 2015 a total of 152 users answered the questionnaire, in 2013 the total was 191 and in 2009 the total number was 475.
Of the respondents, 31% respond that they were heavy users of official statistics. A majority of users (67%) were older than 45 years old. Most respondents had finished a university education with 26% having a bachelors degree, 45% had a masters degree and 12% had finished their doctorate.
Fifth user survey conducted by Statistics Iceland
The fifth user survey by Statistics Iceland was conducted in February and March 2017. Other similar surveys had previously been conducted in 2007, 2009, 2013 and 2015. The main goal of the survey was to measure user satisfaction with Statistics Iceland and user estimation of the quality of official Icelandic statistics. In doing so, Statistics Iceland can make improvements and better fulfill user needs.
The data for the survey was collected via a web questionnaire. In order to gain information from the users of official statistics an email with a participation request was sent to all registered users on Statistics Iceland news release mailing list. A single email reminder was sent to the sample, eleven days after the original participation request was sent out.
The questionnaire used was similar to the one used in 2013 and 2015. It is designed to assess user satisfaction with Statistics Iceland based on the principles of the European statistical system code of practice which are used to define the quality of official statistics in the European Statistics System. The main reason for this was for Statistics Iceland to be able to use the results directly in its internal quality improvements by examining the link between users self-assessment of to what extent Statistics Iceland adheres to the principles and their satisfaction with official statistics. Quality improvements can therefore be aimed at those principles that have the greatest influence on user satisfaction. The items of the survey where measured on a seven point scale with labeled endpoints. All responses were recoded to a scale from 0-10.
The questionnaire was mostly based on principles 11-15 which are:
- 11. Relevance
- 12. Accuracy and reliability
- 13. Timeliness and punctuality
- 14. Coherence and comparability
- 15. Accessibility and clarity