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 four mobile libraries allow Auckland’s people and communities to browse, borrow, read, use the internet, learn, find information, study, meet friends, attend events and develop their literacy skills.

In order to deliver what Aucklanders expect from a world-class library service, Auckland Libraries values and actively uses customer feedback.  Enabling staff to explore and monitor more feedback over time will help Auckland Libraries to keep making improvements to services, facilities, processes and collections to improve customer journeys and attract and retain new library users.

Auckland Libraries has previously measured NPS feedback. Using Buzz Channel’s Customer Experience Management (CEM) system will expand the customer feedback programme to provide more detailed and actionable insight from a wider range of customers, with powerful analytical tools that enable staff to take effective and timely action. Further, using Buzz Channel’s CEM programme aligns Libraries with other parts of Auckland Council. By using the one platform the council can move towards having a consistent understanding of customer satisfaction.

We warmly welcome Auckland Libraries to the Buzz CEM family!


Buzz Channel has shown they really care about the success of our CEM programme, and that means a lot! We’re looking forward to seeing the dashboard and getting started. Ka pai to mahi tatou!” – Lisianne Hoch, Manager Insights & Analysis, Auckland Libraries – Ngā Whare Mātauranga o Tāmaki Makaurau.


Read more about Buzz Channel’s approach to Customer Experience Management (CEM).