Case Study: Gunwharf Quays improves restroom cleanliness insights with Ombea ExpressPod

Gunwharf Quays - Customer Case Study

Gunwharf Quays, one of Landsec’s flagship sites, needed a better way to track restroom cleanliness in real time across a busy shopping and dining destination. Their existing web-based survey tool wasn’t generating enough feedback to be useful, so they looked for a solution that could provide a clear KPI, enough responses to be statistically reliable, and an easy-to-follow trendline. They chose Ombea and its ExpressPod.

Ombea helped Gunwharf Quays place ExpressPods at the restroom exits so visitors could quickly give feedback on male, female, and baby changing facilities. This drove a major increase in responses, with nearly 300,000 collected in the first year and all of it summarized as a Net Promoter Score trendline. The data revealed cleanliness pain points during cleaning breaks, allowing the team to adjust staffing and coverage, improve guest experience, and respond faster to sudden dips in satisfaction.

Gunwharf Quays