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 collections, not to mention recycling, inorganic collections and soon food [...]

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 and wore to keep warm this winter. buzzthepeople winter [...]

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 improved their customer satisfaction steadily over the past two and [...]

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 ensure it understands and responds to the needs and priorities [...]

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 learnings – things we’ve noticed work well when designing and [...]

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 local government customers. These are the things that make the [...]

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 range of services are relied on by ratepayers, residents, other [...]

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 four mobile libraries allow Auckland’s people and communities to browse, [...]