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 [...]

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, [...]

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 [...]

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 [...]