Case Study: City of Corona increases citizen feedback and improves digital services with Qualtrics

Engaging residents and employees in their city’s future

The City of Corona wanted better ways to engage residents and employees, gather feedback from the “silent majority,” and understand whether city services were meeting community needs. Using Qualtrics, the city sought to improve how it collected citizen input and informed decisions about future services and initiatives.

With Qualtrics’ Digital Experience Analytics and Customer Journey Optimizer, the City of Corona identified website and permitting pain points, including a broken dropdown on the permit application page, and used those insights to improve digital journeys. The result was a 10x increase in citizen feedback, more resident voices reflected in city planning, and better-informed decisions for projects like downtown revitalization and website rollout.

City of Corona

Chris McMasters

Chief Information Officer