Case Study: Gobierno de la Ciudad de Buenos Aires wins back 78% of dissatisfied residents with Qualtrics

Gobierno de la Ciudad de Buenos Aires wins back 78% of dissatisfied residents with Qualtrics

The Gobierno de la Ciudad de Buenos Aires faced the challenge of measuring and acting on resident feedback across its numerous services. Manual surveys were too slow, often reaching officials only after a resident's case was closed and their frustration had solidified. To address this, the city government turned to Qualtrics and its Customer Experience (CX) product to capture feedback in near real-time.

Using Qualtrics, the city implemented a centralized listening program with automated daily capture and Text iQ analysis to route dissatisfied residents directly to the correct team. This enabled their "Close the Loop" initiative, where over 250 officials personally contact residents. The solution has collected 5.3 million responses and led to 96,711 residents receiving a call back. As a result, 78% of previously dissatisfied residents reported satisfaction once their case was resolved.

Gobierno de la Ciudad de Buenos Aires