Auckland City Council views market research as an essential activity to ensure that it is delivering a high standard of service and perceived value for money.

Prior to using uSuite Survey, the process for conducting primary research could be cumbersome and time consuming. In some cases research was managed centrally by the Research and Consultation manager on behalf of business groups. Surveys were conducted in a number of ways - from using physically mailed questionnaires through to emailing spreadsheets to respondents. Response entry and analysis were managed using spreadsheets. By the time results were distributed, turnaround times could be up to two months.

In other cases business groups managed the research process themselves or through an external research provider.

The Solution

Auckland City decided to use uSuite Survey in October 2003. The uptake since this time has been rapid, and the council is now using uSuite Survey extensively throughout the organisation.

A wide range of business groups are benefiting from using uSuite Survey. These range from Auckland City Libraries and the Art Gallery through to Executive Services, Finance and Traffic and Roading Services.

Both external and internal stakeholders are surveyed using uSuite Survey. Some of the research that has been conducted using uSuite Survey includes:

Web site feedback from visitors to Auckland City web sites
Reviews of services provided by suppliers
Exit surveys of resigning staff
Staff feedback on training workshops
Customer Satisfaction Survey
Lapsed customer survey

With uSuite Survey, staff in a business group can log in to set up or report on surveys, and because the system is browser based, there is no installation or set up required. To ensure confidentiality of information gathered, the surveys of each business group are kept separate. The Research Manager has a global view of the activities of all business groups, and maintains organisation wide control over activating surveys to provide quality control.

This provides enormous flexibility to each business group while at the same time maintaining high levels of security and ensuring high standards are maintained organisation wide.

The Outcome

Because uSuite Survey is so easy to use and accessible Auckland City are running surveys where they previously may not have considered research. This has led to a better understanding of stakeholders and improvements across the business.

uSuite Survey is now an integral part of Auckland City's research capability.

Contact

Ben Parsons
Research and Consultation Manager
Phone +64 9 373 6252
Auckland City Council