How targeted feedback is helping Ōamaru Blue Penguin Colony Improve Visitor Experiences
Ōamaru Blue Penguin Colony (ŌBPC) was missing valuable details from uncaptured visitor feedback by online review solutions. The previous survey tool configuration lacked flexibility to adapt to their needs over time, usability was clunky and historical data wasn’t easily retained. The do-it-yourself set up left them wondering if there was a better way to capture more diverse and meaningful results.
Solution
ŌBPC switched to Get Smart and take advantage of the research-backed Customer Experience Insights product. Get Smart gives ŌBPC an out-of-the-box survey professionally designed to gather deeper insights on specific visitor experiences and the bilingual capability supports capturing a wider range of responses. The weekly experience summary reports are circulated with the ŌBPC team by management and key metrics are easily extracted to feed into board-level reporting.
Impact
Get Smart’s platform continually helps uncover opportunities to make small changes that have a big impact such as improving the delivery of expert commentary during penguin viewing. Embedding a culture of experience improvement is supported by Get Smart weekly reporting, and the accessible bilingual surveys ensure diverse visitor input to optimise the visitor experience for all.
“We wouldn’t have received valuable feedback regarding commentary improvements from an online review—Get Smart uncovers the meaningful details.” – Dr Philippa Agnew, Science & Environmental Manager, Ōamaru Blue Penguin Colony
