CASE STUDY

ROTORUA iSITE

Rotorua iSite is a busy tourism information centre and bus depot and services thousands of customers every week and is a key part in the successful delivery of a great tourism experience to people visiting Rotorua.

Graham Brownrigg GM at Rotorua iSite has always known that customer experience is the key metric for his organization. Without people having a positive experience at the Rotorua iSite any business growth was always going to be difficult. To this end Graham has tried a number of different ways to measure customer experience at the iSite including annual customer satisfaction surveys and ongoing online surveys. Annual one on one interviews still provide valuable information but the methodology makes it cost prohibitive when it comes to ongoing feedback. Online surveys look good in theory for visitors part the number of steps involved mean that visitor participation rates are very low.

‘We Love Feedback’ set up the first trial kiosk at Rotorua iSite in December 2017 and within its first month delivered more responses than the online survey had delivered in the previous 12 months. This increase in volume gives more accuracy to the information and makes it more meaningful to both staff and management.

The ‘live’ dashboard screen in the back office brings it all to life for staff and makes the process more meaningful to everyone.