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 [...]

2019-08-28T02:47:33+00:0020th June, 2019|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 [...]

2019-06-20T02:01:40+00:0019th 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+00:0015th 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 [...]

2019-06-20T02:03:22+00:001st October, 2018|Tags: , , |

Successful student outcomes through greater engagement

Student engagement refers to the degree of attention, curiosity, interest, optimism, and passion that students show when they are learning or being taught, which extends to the level of motivation they have to learn and progress in their education. The Glossary of Education Reform Understanding student experience While enrolment numbers [...]

2018-09-25T00:18:27+00:004th March, 2018|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+00:0017th May, 2017|Tags: , |