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

Improving experience at customer service points and child care centres

Georges River Council, a local government area in Sydney responsible for libraries, museums, galleries and early learning centres, faced a lack of timely, location-specific customer feedback—relying on a biennial survey and limited exit polling. To close satisfaction gaps at key cultural service points they partnered with HappyOrNot, deploying HappyOrNot Smiley Touch devices and the HappyOrNot Reporting Service to capture real-time customer sentiment.

HappyOrNot’s Smiley Touches were rolled out across libraries, museums, galleries and other service points and the Reporting Service fed monthly and quarterly dashboards for operational and executive action. The council now regularly exceeds its 80-point Happy Index target (libraries 83, museum and gallery 92; Kogarah 85), used data to fix rostering issues that raised Saturday scores, identified underperforming sites (Hurstville 79 on >2,500 responses) and redirected resources and training—demonstrating measurable improvements in customer experience.

Georges River Council

Daniel Propoggia

Customer Service Coordinator