Case Study: Canterbury City Council achieves customer centricity online with Mopinion

Canterbury City Council leverages feedback to achieve customer centricity online

Canterbury City Council, the local authority for the City of Canterbury in Kent, UK, wanted to become more customer centric online and better understand what visitors needed. Working with Mopinion’s feedback software, the council’s small in-house team used customer insights to improve the online experience rather than relying on assumptions.

Mopinion helped Canterbury City Council run a site-wide “did you find this useful” survey and an email satisfaction survey after transactions, with URL parameters to track the service used and simplify reporting. This gave the team feedback at every stage of the development lifecycle and helped them launch faster, make informed improvements, and deliver a more useful, flexible service for users.

Canterbury City Council

David Newell

Product Manager