Hampshire County Council: Improving Customer Satisfaction with Real-Time Feedback

Hampshire County Council manages and maintains a large number of country parks across Hampshire. The parks are popular tourist destinations and attract a large number of visitors every week. The council needed a solution to get feedback from their visitors at the point of experience, so they could gather more insightful feedback in real-time.

 
Hampshire County Council: Improving Customer Satisfaction with Real-Time Feedback

 

Hampshire County Council: Improving Customer Satisfaction with Real-Time Feedback  ObjectivesHampshire County Council: Improving Customer Satisfaction with Real-Time Feedback

  • Provide an alternative to gathering feedback using traditional surveys
  • Empower the workforce with feedback which can be used to identify any issues as they arise

 

SolutionHampshire County Council: Improving Customer Satisfaction with Real-Time Feedback

Hampshire County Council selected our freestanding, branded Dynamo survey and feedback kiosks to implement across their country parks. The kiosks are hardwired, meaning the council don’t need to worry about keeping batteries charged, and they are 4G enabled so they can connect wirelessly to the cloud.

 

Hampshire County Council: Improving Customer Satisfaction with Real-Time Feedback  Results

From the outset of their initial pilot, Hampshire Council has been able to utilise a wide range of question types to get feedback from visitors, as well as move the kiosks around their sites as and when they need to. Following the successful pilot, Hampshire County Council decided to roll out 13 survey kiosks across all of their parks.

 

 

 

The survey system is very easy to use and it’s great to have the options of using a wide variety of question types – like smiley faces. We’ve been able to identify little issues as they arise and make quick fixes to improve customer satisfaction. We were never aware of these before we started using the survey system, as customers are much more likely to leave feedback now rather than having to report something to staff.

Feedback can be gathered regularly and answers are more insightful as surveys can be made very specific – about a certain event for example. Before we were using a survey a few times a year which gave us very generic info.

Paul Del-A-More | Senior Projects Manager

 


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