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International Success Story with Serco Leisure
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Opinionmeter International Success Story with Southampton City Council |
Sector: Government
Overview:Southampton’s Leisure Services department provide a diverse range
of services including Museums, Art Galleries, Libraries, Tourism, Sports and Recreation. They pride themselves on customer service and are always keen to hear visitor feedback.
Problem: Southampton City Council was looking for new ways to increase customer feedback. Their comment cards and web site were providing limited responses, which were difficult to quantify.
Solution: OPINIONMETER
Benefits
Simple to use device placed at at “point of service”; obtaining customers opinion while it is still clear in their mind.Increased volume and quality of visitor responses. Automated web based report creation saves staff time. Portable – can easily be moved from Art Gallery to Museum to Information Centers etc to collect visitor information.
Feedback: “Allocating staff time to conduct surveys has always been a costly solution for us. With Opinionmeter, the device can be left unattended to gather information for as long a period as you wish. Analyzing is a snip, either uploading to the Survey Manager or directly inside Excel. Survey Manager is particularly good with instant graphical representation of data on line. I rather like the ‘winning survey’; feature, which we are using to recruit customers who fit the profile for Customer Focus Groups. Opinionmeter has proved a worthwhile addition to our toolbox on measuring customer feedback.”
Keith Woodhouse,
Special Projects Manager
Southampton City Council
