Ghana - Ghana User Satisfaction Survey (GUSS) 2012

Start	End	Cycle
2012-04-16	2012-04-27	N/A

Face-to-face [f2f]
A residential training programme was organized for 48 personnel from 11th-14th April, 2012. The officers were trained on the GUSS instruments within three days by six facilitators. Training was carried out using training manual and power point presentations. An assessment was carried out to determine participants understanding of the course content and their ability to do quality work. In addition, there were a number of practice interviews and field practice, to ensure that participants had understood the questionnaire. Thirty-six (36) interviewers and 11 supervisors were finally selected for the fieldwork, with each team comprising of a supervisor and a number of interviewers depending on the number of institutions/individuals in the region. In all Eleven (11) teams were constituted for data collection exercise.

A GUSS questionnaire was developed based on a standard template used by other statistics authorities elsewhere. The standard templates were customized to ensure that it was appropriate for Ghana.
The questionnaire was in four sections:
Section A asked about the respondents' use of official statistics - which statistics they use regularly, the main sources from which they obtain those statistics, what they normally use them for, how long and how often they have been using official statistics.
Section B looked at the respondents' views on the quality of official statistics in terms of relevance and accuracy, reliability, timeliness of release, frequency of release and accessibility; their overall assessment of the quality of, and level of satisfaction with, official statistics in the country.
Section C asked the respondents about the quality of service delivery by the GSS including the frequency with which they seek their products and services, methods that they use when seeking those products and services, their views on the official websites.
Section D gathered information on the respondents, including the organizations for which they worked age, sex, education and contact information.

All the questionnaires were in English and whenever necessary, the interview was conducted in a language of the respondent's choice

Name	Abbreviation	Affiliation
Ghana Statistical Service	GSS

Supervision during the field work is necessary for good results. Each team has a Supervisor with an added responsibility to
· Review each questionnaire to be sure it was complete and internally consistent;
· Assist interviewers to solve any problem of locating the listed institution/individual;
· Assist interviewers to understand the concepts in the questionnaire, or with difficult respondents.

In addition, there were two higher levels monitors in this survey. The first were six field coordinators who gave directives and visited teams on the field to observe interviews, did spot-checks; sat in interviews and edited sampled completed questionnaires. The second were three Management staff that coordinated, and also checked on the field monitors to ensure that they were executing their assigned duties well.