Case Study: Aarhus Municipality creates a feedback culture and improves citizen insight with nps.today

Aarhus Municipality boosts citizen feedback with nps.today

Aarhus Municipality wanted to get closer to its citizens and move beyond its previous unstructured method of collecting feedback via phone calls. To achieve this, they partnered with the vendor nps.today to implement a new solution, the Borger Image Score (BIS), which is based on the Net Promoter Score and P-GAP methodologies.

The solution from nps.today was integrated into the municipality's telephony system, creating a structured way to measure citizen experience. The results included a significant increase in citizen feedback and the creation of a new feedback culture. Employees became more engaged, began following results on dashboards, and requested the solution be extended to other departments. Aarhus Municipality confirmed that nps.today helped them gain valuable insights and confirm the quality of their service.

Aarhus Municipality