Case Study: Basildon Borough Council rebuilds public trust with Orlo

Basildon Borough Council lifts Trust Score from -100% to +23.91% with Orlo

Basildon Borough Council faced a significant challenge when a central government decision to cancel local elections caused a severe crisis in public trust. As resident anger peaked and critical conversations flooded their digital channels, the council needed to move from anecdotal evidence to quantifiable data to demonstrate the collapse in confidence. They turned to the social listening and sentiment analysis tools provided by their vendor, Orlo.

Using the Orlo platform, the council actively listened to unfiltered community conversations and tracked real-time sentiment, turning qualitative noise into a quantifiable Trust Score. This data informed their strategic communications and helped them provide transparent, factual responses. The solution delivered dramatic results, with Orlo enabling the council to map a 73% recovery in trust as their Trust Score climbed from -100% to +23.91% following the government's reversal of its decision. The team also handled 18.1k inbound messages and significantly reduced their average response time.

Basildon Borough Council