Case Study: Georges River Council achieves real-time customer experience transparency and smarter strategic decisions with HappyOrNot

Using CX insights to make strategic decisions at Georges River Council

Georges River Council, a Sydney local government area formed from a 2016 merger, needed to make customer experience a whole-organisation priority but lacked realtime, unbiased satisfaction data across its many face-to-face service points. In 2018 the council adopted HappyOrNot’s realtime experience management solution—simple smiley-based terminals and analytics—to capture daily feedback and eliminate the “blind spots” in service performance.

HappyOrNot’s terminals and reporting gave staff, managers and executives transparent, easy-to-understand feedback with high response rates and comment capture, enabling daily/weekly/monthly trend analysis. Using HappyOrNot, Georges River Council could track satisfaction across libraries, museums, childcare and service centres, test changes and measure their impact, make data-driven strategic decisions, and ensure residents feel heard while embedding customer ownership across the organisation.

Georges River Council

Rebekah Schulz

Director of Community and Culture