Our visitor experience is the lifeblood of our organization. Unfortunately, with the traditional customer feedback tools we had in our museum, we were not doing much to systematically measure the visitor experience. We had been using paper surveys, which were cumbersome to compile and difficult to analyze with any sophistication. We were hampered in our ability to create actionable responses in a timely fashion. As an organization that strives to be world-class in its services, the old method just wasn’t cutting it. We needed a state-of-the-art surveying system that would be technologically robust, aesthetically pleasing and cost-effective.
After a thorough review of other surveying systems, we replaced our paper surveys with Opinionmeter touch screens in May of 2008. The impact has been positive and immediate. We receive our survey data real-time and, using the web-based reporting tool, we are able to compile and distribute data rather effortlessly. The administrative tool has also proved extraordinarily flexible in designing our surveys and assigning appropriate levels of access to the survey tools. And the price was right for our needs. We now have a world-class survey tool in place to aid us in our efforts to provide world-class service.