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 [...]

2018-10-29T23:42:54+00:00 29th October, 2018|Tags: , |

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 [...]

2018-11-08T22:22:06+00:00 19th October, 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+00:00 15th October, 2018|Tags: , |

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 CEM programmes, we’ve put together a few top tips on [...]

2018-10-19T00:45:41+00:00 1st 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+00:00 15th 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+00:00 14th 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+00:00 14th November, 2017|Tags: |

You Are Not Starbucks

For private healthcare providers looking for customer experience feedback it pays not to model yourselves on a fast food outlet... Allied Health providers need to ask more than Net Promoter Score to achieve real improvement in your patient’s experience. The Thing About Health... It’s now increasingly commonplace for private health [...]

2018-10-17T23:00:33+00:00 17th May, 2017|Tags: , |