Case Study: City of Helsinki improves museum visitor experience with Feedbackly

City of Helsinki - Customer Case Study

The City of Helsinki worked with Feedbackly to improve customer experience across its museums and other city facilities. With many visitors being tourists and a mix of free and paid admissions, the city needed a better way to understand what people thought about their museum visits and how to keep first-time visitors impressed enough to return.

Feedbackly provided in-location survey terminals at museum exits, enabling the city to collect up to 1,400 weekly responses in Finnish, Swedish, and English. The feedback is reviewed weekly and used alongside city-level KPIs like NPS and CSAT to guide improvements; measurable volume ranges from 200 to 1,400 responses per location, giving the City of Helsinki clear, localized insight to enhance the visitor experience.

City of Helsinki