Waste team cleans up, significantly improves customer satisfaction
With the herculean task of making sure the city’s waste is disposed of in a customer friendly and responsible way, Auckland Council’s Waste Solutions team keeps the city clean and well run. The team is responsible for 500,000 weekly waste [...]
Where did we escape to this winter? A Kiwi winter survey
This winter we saw some challenging weather sweep the nation, and it may not be over just yet! In the meantime we asked 200 New Zealanders, using our buzzthepeople research panel, where they escaped to, and what they did, drank [...]
5 key factors that drive service improvement in local government
Customer Experience is a major focus in the commercial sector with 81% of marketers saying they will be competing mostly on the basis of CX this year. But how do ideas and learnings from the commercial sector translate to local [...]
Improving council customer experience
Council departments like Auckland Council’s Healthy Waters (stormwater) are using customer feedback to make genuine improvements in their service delivery through Buzz Channel’s Customer Experience Management (CEM) programmes. By listening to customers and acting on their feedback, Healthy Waters has [...]
Using community input to develop a school’s strategic plan
All schools need a strategic plan to clarify the priorities the Board expects the Principal to lead, especially now that the Education Amendment Act 2018 has introduced a whole new planning and reporting framework. But how can a school best [...]
Tips for successful research with school communities
Over the last few years we’ve worked with a number of schools helping them use research to understand how they’re performing, and how they’re perceived - from the point of view of their school community. Here are some of our [...]
Creating a great experience for council customers
We’ve been listening to council customers talk about their experience for a while now, across a number of ongoing Customer Experience Management (CEM) programmes, and we see the same key themes recurring – the drivers of a good experience for [...]
Hamilton City Council – welcome to Buzz CEM!
Hamilton City Council introduces a new customer point of service survey tool using Buzz Channel's Customer Experience Management (CEM) programme. Hamilton is New Zealand’s largest inland city with a rapidly growing population of more than 160,000 people. The Council’s wide [...]
Auckland Libraries – welcome to Buzz CEM!
A new Customer Experience Management (CEM) programme for Auckland Libraries. Auckland Libraries - Ngā Pātaka Kōrero o Tāmaki Makaurau plays a highly important and valued role in the lives of many Aucklanders. The libraries’ 55 fixed locations and [...]
Customer Experience Management for Councils – five tips for launching a successful CEM programme
Increasingly, local Councils are looking for ways to improve the service experience they offer customers and, like businesses in the private sector, are looking to establish ongoing Customer Experience Management (CEM) programmes. Based on our experiences with our current Council [...]