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 [...]

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, [...]

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), [...]

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 [...]