Case Study: Georges River Council achieves higher customer satisfaction and real-time insights with HappyOrNot

Closing customer satisfaction gaps at cultural service points

Georges River Council, the local government authority in Sydney responsible for libraries, museums, galleries and early learning centres, needed better day‑to‑day, location‑specific feedback to close customer satisfaction gaps at cultural service points. Relying on a biennial survey left them unable to spot or act on short‑term issues, so Georges River Council engaged HappyOrNot to capture real‑time customer sentiment at each service point.

HappyOrNot installed Smiley Touch terminals and provided its Reporting Service across libraries, museums, galleries and other centres, giving managers live Happy Index data to pinpoint problems, adjust rostering and resources, and recognise high-performing teams. As a result, Georges River Council regularly exceeds its 80 Happy Index goal (libraries 83, museum/gallery 92; Kogarah library 85), used over 2,500 feedback responses in a quarter alongside 162,000 visits to identify weekend dips and fix staffing issues, and now reviews performance monthly and quarterly through HappyOrNot reporting to drive continuous improvement.

Georges River Council

Rebekah Schulz

Director of Community and Culture