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 [...]

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 government CX and what can a Council CX programme realistically [...]

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 [...]

2019-10-30T03:35:56+00:0020th June, 2019|Tags: , , |

Togs vs Undies – a Kiwi summer survey

Buzz Channel asked over 300 people, using our buzzthepeople research panel, how they're planning to spend the summer - where they're going, what they're doing, drinking and listening to. And, we solve the immortal Togs vs Undies debate, all in one snazzy little infographic.

2018-11-08T22:11:12+00:008th November, 2018|Tags: |

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, [...]

2018-10-19T01:27:37+00:0015th October, 2018|Tags: , |

Data handling & analysis – transport

Carefully processed results delivered within a tight timeframe The brief When a prominent transport organisation conducted a public consultation exercise that incorporated a wide range of activities, the results were overwhelming. They came to us for help to process over 5000 submissions (including a range of different types of feedback), [...]

2018-09-25T00:22:42+00:0015th November, 2017|Tags: |

Data handling & analysis – community reserve

7,807 different items of feedback and a heated debate The brief Buzz Channel was asked by a local board to assist with a complex and controversial consultation project around the future use of a popular community reserve. The process The project attracted a great deal of community interest with 7,807 [...]

2018-09-25T00:22:55+00:0014th November, 2017|Tags: |

Westgate community facilities consultation

The brief We were asked to engage Auckland’s North West community in a conversation about new community facilities planned as part of a major multimillion dollar redevelopment of Westgate town centre. Plans for the proposal included a new library, community centre and town square. The design, facilities and activities provided [...]

2018-09-25T00:23:06+00:0014th November, 2017|Tags: |