Using real-time data to make operational and strategic improvements
Georges River Council uses the data from HappyOrNot on both an operational and strategic level. On an operational level, leadership can see an overview of how all service areas are performing and then drill deeper into the data to see where improvements can be made.
The leadership team, including managers of each service area, hold monthly meetings with the business improvement officer to go through the Happy Index scores via the HappyOrNot Reporting Service. The business improvement officer presents the average the Happy Index for each service area, and shows where the customer satisfaction spiked, where it dipped, as well as the open comments from customers to uncover trends. Area managers will then congratulate their team when the Happy Index spiked, or plan actions with their team to solve issues and improve satisfaction.
Rebekah and Margaret Le, Customer Experience and Events Manager, also present the council’s performance to the executive team on a quarterly basis using the data from the HappyOrNot Reporting Service in alignment with other data they collect. For example, they can share that 162,000 people come through the libraries in one quarter, and the Kogarah library specifically had a top Happy Index score of 85, exceeding their goal. This data also serves as an indication that the libraries are highly used throughout the community (feedback amount) and that customers are pleased with the service (Happy Index), meaning they have the resourcing and staff training right.
With the data, they are also able to show that in the same quarter, the Hurstville library had the highest visitation rate, yet for the over 2,500 customer feedback responses, only achieved a score of 79. “While that’s not a particularly negative rate, it’s below our 80 Happy Index target. This prompts me to talk to the senior management team about the strategies we’re putting in place to improve that number and the customer’s experience,” says Rebekah. “We use the data to not only tell the story of our service performance to our senior management team, but also our plans to improve those services.”