ONS Business Priorities and Satisfaction Survey 2016/2017
ONS conducted an annual survey to gather feedback on customer satisfaction and business priorities. Results show high levels of trust, satisfaction, and performance ratings. The survey methodology focused on broader audience reach to aid in business planning.
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ONS Business Priorities and Satisfaction Survey 2016/2017 The results
Background and methodology ONS runs an annual customer satisfaction survey to gather feedback on our performance over the previous 12 months. This year, we also asked questions about priorities, this was intended to aid business planning. The headline results are used to influence our business plan and are reported in our annual report. The survey was publically available and shared via our social media channels. Some ONS staff shared the survey directly with their contacts. Scores from previous years are available on the ONS website. These scores are not comparable, because this year s survey was open to anyone, and surveys in previous years have been sent to a closed sample. We changed our approach to try to reach a wider audience and get a broader view. A further note of caution when considering these results relates to small response rate this year for more information see this blog post. Following this year s survey we will be conducting a review of the new approach and feedback would be very welcome. If you have any feedback or comments you would like to make on the survey please do contact us at ons.communications@ons.gov.uk.
Whole Survey Results 88% trust ONS statistics and analyses 83% are satisfied with the quality of ONS statistics and analyses 76% are satisfied with ONS communication 75% consider ONS statistics to be helpful in providing an evidence base decision making or policies over the last year 84% are satisfied with the overall performance of ONS as a National Statistics Office Satisfaction with ONS Trust Quality Performance Communication Heloful 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Trust Overall 88% of those who responded trustthe statistics and analysis that is produced by ONS ( Trust and Tend to Trust combined). 3% did not answer 7% neither 3% do not trust ONS 88% trust ONS in 2016/17
Quality Overall 83% of respondents said that they are satisfied with the quality of statistics and analysis from ONS ( Very Satisfied and Satisfied combined) 10% neither 2% did not answer 6% dissatisfied 83% satisfied in 2016/17
Performance Overall 84% of those who responded said that they are satisfied with performance of ONS ( Very Satisfied and Satisfied combined) 8% neither 2% did not answer 7% dissatisfied 84% satisfied in 2016/17
Communication Overall 74% of those who answered say they are satisfied with the way ONS communicates ( Very Satisfied and Satisfied combined) 1% did not answer 21% neither 5% dissatisfied 74% satisfied in 2016/17
Helpful - Overall 76% of responded find ONS statistics, analyses and advice have been helpful in providing an evidence base for policy and decision making ( Very Helpful and Helpful combined) 6% don't know 3% not answered 10% neither 76% helpful in 2016/17 6% unhelpful
Priority issues What is important? Support for our priority programmes is strong and broad across all areas. Data collection underpins all other others and low score is perhaps reflection of lower awareness and relatively little interest in the programme s immediate direct benefits (i.e. less burden for respondents) compared to end results of better statistics. The different ratings for priority issues is likely a function of the relatively high proportion of respondents from local authority users who are likely to make heavier user of economic and other regional date compared to national migration figures, for example. Priority change programmes Priority Issues (%) (n) (%) (n) City/regional 64% 57 Economic Census Data Collection Social Statistics Enhancement 78% 74% 36% 68 66 32 Crime 38% 34 Economic 75% 67 Life events 51% 45 Migration 30% 57 76% 68
What we are doing well When asked to comment on what ONS does well, those who responded commented particularly on: ONS statistics are trustworthy and unbiased ONS staff are courteous and knowledgeable Quality of outputs is excellent Responsive to requests Access to statistics relating to all aspects of life Lots of things have improved including the website and your communication by e-mail providing updates on the data available. I have always trusted the statistics you provide.
What we could do better When asked to comment on what ONS could do better, those who responded commented particularly on: ONS website especially the search function To be more visible on TV and radio Use of simple language Local authority level statistics Email alerts for new releases Maybe probably keep working on what the data shows but also maybe things it doesn't show .. the one I would give is that labour market doesn't refer to volunteering.
Third party interviews This year we arranged for a third party to conduct interviews with senior stakeholders, particularly focussing on policy makers and policy influencers. The stakeholders came from a range of sectors including central government, local government, media, academia, think tanks and trade unions. The purpose of this exercise was to get candid and detailed views on the performance of ONS, and to help us understand what stakeholders think we should be prioritising. Stakeholders and organisations were sampled randomly from a sample provided by ONS. The comments were anonymised. Interviews with individuals from 18 organisations were conducted. The following slides outline the feedback that we had from this exercise.
Priority issues Addressing the needs of an aging and more diverse population Regional development Ensuring social cohesion and having data to understand the impact of policy on particular groups The impact and prevalence of zero hours contracts Supporting the newly published Industrial Strategy Tackling fraud and cyber crime Economic growth Solving the productivity puzzle Exports Supporting decisions and policymaking around Brexit Tackling crime against vulnerable groups
What we are doing well Stakeholders noted an improved customer experience since the Bean Review ONS staff are open, approachable and responsive to queries The quality of ONS statistics was thought to be high, with some stakeholders using the phrase "gold standard" ONS is generally thought to get the trade-off between speed of publication and quality right ONS website has improved markedly in recent years ONS is willing to correct errors when they are identified There is good awareness of the Data Science Campus
What we could do better The website is improved, but still needs further developing Stakeholders want more data at regional/local level and more flash estimates Accessing the VML is still seen by some users as overly cumbersome Some felt there is still too much content in our statistical bulletins Some Government stakeholders were unhappy with the restrictions on pre-release access to statistics Government users reported better engagement than non- Government users Sometimes it was felt that ONS does not fully appreciate how its data influences policy Some stakeholders noted that ONS over-consults, and doesn't make clear how feedback is influencing its decisions
What next? In June we published our updated business plan, which details our progress on our key change programmes and priority issues We are reviewing this year s survey process so we can improve it next time let us know you ideas at the address below Next steps on the main issues users told us were important: We continue to prioritise improving the ONS website. Updates can be found on the Digital.ONS blog: https://digitalblog.ons.gov.uk/ We are currently consulting on a number of proposals to enhance our regional statistics offering. All consultations can now be found in one place: http://consultations.ons.gov.uk We have started a review of how we consult to ensure that we do not over burden users and to introduce a more consistent approach We are always looking for better ways to communicate. Some users suggested the ability to sign up to receive new releases. This was recently introduced and can be accessed here: https://public.govdelivery.com/accounts/UKONS/subscribers/new Any feedback on this year s process should be emailed to ons.communications@ons.gov.uk
