EPSI Report 2008 on trends in customer satisfaction has been publicly available since February.  The level of customer satisfaction was measured in the Nordic countries (Denmark, Finland, Sweden, Iceland, Norway), Baltic States (Estonia, Latvia, Lithuania) and in several other European countries (Czech Republic, Ukraine, Russia, Portugal, Ireland and Greece). More than 750,000 respondents were questioned.

Results of the survey show that customer satisfaction has decreased in almost all the countries mentioned. Only Sweden, Czech Republic and Russia reflected positive trends in customer satisfaction. Estonian customers stand out with their high level of discontentment. Satisfaction level of Estonian consumers has decreased the most alongside that of Greece and Latvia.

Conductors of the survey emphasize that the differences in customer satisfaction of various European countries are gradually decreasing.

Methodology of Resta’s customer surveys is also based on EPSI Rating. In order to get an objective view of the market’s position, results of our customer satisfaction surveys can be compared to the numbers brought out in EPSI Report.

To learn more about the survey, please visit EPSI-Baltic homepage.

Results in Baltics by sector

• Learn about satisfaction of Baltic supermarket customers 2008.
• Learn about customer satisfaction of Baltic insurance companies 2008.
• Learn about satisfaction of Baltic telecom customers 2008.
• Learn about Bank customer satisfaction in the Baltic States 2008.
  
  

Resta had an Idea Day on March 10th. The purpose of  Idea Day was to evoke some ideas about how to develop our products and services in current economical conditions. In addition some new services for our customers were proposed by Resta's team.

Resta's employees were divided into three groups, each of which had to use a different method from usual brainstorming to breaking the assumptions. Chosen methods were justified by many interesting results. The most new ideas were brought out by the team that used the method of assumption breaking which involved writing down all obstructions on Resta's way to success and subsequently finding as much solutions as possible to overcome these obstructions.

In conclusion: many ideas were gathered and recorded; the results have been discussed in the management already. The best ideas are signed to managers in the near future. We hope that the results of our Idea Day will be lucrative to Resta as well as to our customers and you will hear about our new and exciting products and services soon.

Resta’s enthusiastic team, consisting of Leila Lahtvee (Satisfaction Surveys Business-Line Manager), Riin Tillmann (BI manager) and Baldur Kubo (Chief Executive Officer) competes on TV contest Juhtimisaju(Management Brain). The contestants’ task is to solve a problem of mobile communications company TELE2 – how to sell mobile internet to more customers. Resta’s team can be seen competing with the team of Estonian Public Service Academy on March 20th on ETV.

Juhtimisaju is a TV contest where the contestants have to solve a management problem of an existing company by using their management skills and knowledge. Visit the website of Juhtimisaju for more information.

Resta's employee Kairi Kangro won the first place among Estonian participants in the translation contest Juvenes Translatores 2008 launched by the European Commission. Kairi represented Tartu Hugo Treffner Gymnasium. Contributions were evaluated by European Commission translators. According to organizers, the good quality of translations impressed the valuers since the source texts were very complicated.

Further information about the contest can be found at Juvenes Translators homepage.

Kairi is working in Resta as a computer programmer. She has also won numerous youth competitions before.

Resta wishes you all the best in the current year full of opportunities and chances. We have arrived into this globally challenging era with our new homepage. Resta’s webpage has got a great makeover concerning both elements of design and content to fulfill your expectations better. "The structure of Resta’s homepage has become much more comprehensible since we have reckoned with our customers’ opinions and thoughts presented in our customer satisfaction survey," Sirje Lind, board member of Resta says.

The previous homepage served our customers well since 2002, offering them new information and knowledge about business intelligence services and data analysis. We dearly hope that the adjustments will be swift and easy.

We advise you to look our pages about  how to:

• enhance corporate learing process
• measure and benefit from the satisfaction of organisation stakeholders
• conduct medical statistical reasearch

If any errors or mistakes should occur in the homepage, we kindly apologize and hope you will share them with Resta in order to fix them fast. Please contact us by writing to web@resta.ee in such occurrences.

Our youngest co-worker Kairi Kangro achieved third place in Estonian open informatics competition. According to Kairi's opinion the competitors were tough but she is pleased with her own performance. The competition took place from 10th to 16th November 2008. Kairi has represented Estonia multiple times in different student competitions. Kairi's previous successful performance was in Estonian open mathematics competition in October where she took third place. After high school, Kairi is planning to continue her education in the University of Tartu and study computer science.

We wish all the best and great victories to Kairi. Kairi has been Resta's employee since autumn 2008.

We are today celebrating Resta’s successful 17th anniversary in business world. In the passing years Resta has become a remarkable and professional company offering various business intelligence services.

Our strength lays in combination of analysis, statistics, information technology and business thinking. Resta helps its customers in business performance with analysis and software, thus simplifying managing decisions and adding value to customer’s business. Resta's notable customers are well known and quality-aware companies such as Elcoteq SE, Statistics Estonia, Swedbank, EMT, Microlink, Estonian Police, EIQA (Excellence Ireland Quality Assurance), Estonian Tax and Customs Board, etc.

With seventeen years of action, quality awareness has become keyword to Resta. We have participated in several Quality Award competitions. As management board member Mare Vähi says it best, "Quality management is a process that entire Resta team has learned a lot from."

Acknowledgement of our projects as examples of best practice and expanding from local into global consortium projects is Resta's dream and vision.

Resta has renewed its partnership with Microsoft which has been ongoing since 2002. According to Resta's data warehouse business-line manager Riin Tillmann, "partnership with Microsoft enables to offer the latest technology to our customers and also grants us the access to Microsoft knowledge base."

Resta's wish is to be familiar with notable software technologies, therefore Resta's customers will get a suitable offer from which they benefit the most. Partnership with different software vendors gives us the edge to offer our customers the most appropriate software.  Resta's partners include also companies such as Oracle, Sybase and Information Builders.

Customers value most highly Resta’s contact person, as well as analysis solutions, reports and company’s image.

A strong 5-point improvement from last year’s good level to excellent is a clear message that phrasing Simplicity as one of our core values and our work towards simple to use solutions has been successful.

After analysing customers’ evaluations and comments we have set ourselves aims for next year:

• Continually put focus on user-friendly design of solutions and instructing customers;
• Create new opportunities for customers with consultation services involving smart and high-quality partners.

We believe that best results are achieved by preserving and enhancing one’s strong sides. Therefore Resta team yearly chooses best suggestions that create most value to customers and Resta. We offer prizes in acknowledgment for best ideas.

Corporate prize, a web-based employee satisfaction survey at 20% discount, goes for many constructive suggestions to Elcoteq SE.

Individual prize for most valuable idea goes to Kaire Karp from MicroLink, whose suggestion was:
“Concentrate more on how to read data out of the system. Make user view more simple and understandable. Also add manuals.”

We thank everyone who found the chance to share their opinions with us. Your suggestions are great help for us in planning future activity.

Estonian Association for Quality organizes annual competition The Deed of Quality to recognize remarkable quality improvement achievements in Estonian organizations, to introduce these achievements to public and thereby increase the competitive abilities of Estonian organizations.

The point of departure of the survey was the fact that satisfied and loyal clients create long-term revenue while customer satisfaction itself is dependent on leadership, employee satisfaction and flawlessly working internal processes. By increasing the quality of products and services offered from one department or plant to another and by improving the cooperation at workplace, we make internal processes more effective, create and sustain customer-focused thinking and thereby increase the value customers receive.

The aim of the satisfaction survey project was to root a similar systematic survey process in all departments, so that the future survey results will be comparable in time and across geographical and business areas. It was also required that the data analysis was simple and results visible to the organization.

Analyzing satisfaction survey results gives managers information about the key improvement areas which create most value both for internal and outer customers. Through satisfaction survey, the employees are involved in improvement processes and thereby their motivation is increased.

The process of Internal Customer Satisfaction Survey was recognized as “best practice”  which deserves spreading across other plants of the group and which gives valuable ideas also for outer customer satisfaction process.

Resta Ltd. has fulfilled all requirements and achieved the Data Management Solutions Competency authorization for years 2006-2007.

Microsoft recognizes our techonolgical excellence and expertise as well as impact on customers through Microsoft products and services.

As a member of Oracle PartnerNetwork we have extensive opportunities to get to know Oracle programs. This assures our ability to compare different technologies and suggest to our customers the one that best meets their needs and requirements.

Besides Oracle competence, Resta is a Microsoft Certified Partner and has 15-year experience with SAS.

For more information on Oracle PartnerNetwork