Transforming the customer experience across the whole organisation
When Georges River Council was proclaimed in 2016 , it was a merger of two smaller councils: Kogarah City Council and Hurstville City Council. At the time of the merger, the General Manager ensured the entire organisation prioritised the customer experience. The council then launched a customer experience transformation program incorporating several strategic projects.
“The strategy from the beginning was that the customer experience would not just be the domain and responsibility of the customer service team. It was the responsibility of every single staff member across the organisation,” says Rebekah Schulz, Director of Community and Culture at Georges River Council. “When staff, managers, and our executive team all have access to real-time data that tells them how our services are performing, every person feels like they own the customer experience.”
The first stage of this transformation program was to set up the right processes and procedures, get the right technology in place, and train staff. Of the 44 projects prioritised, gathering satisfaction for face-to-face customer service was high on the list. Georges River Council chose HappyOrNot as a real-time experience management solution to collect, monitor, and improve customer satisfaction levels.
“Previously, we had blind spots in the management of our facilities,” Rebekah explains. “It’s not enough to know the number of people coming through the door. Maybe there are half a million people coming through every year and that’s fantastic, but are they actually satisfied day to day with your service? We didn’t know the answer to that from day to day. As a result of using HappyOrNot, we no longer have those blind spots anymore.”