Streamlining processes that allows staff to deal effectively with feedback
Increased communication within and between the institutions
Visitors and staff contributing to improving the institutions’ services
A uniformed process for collecting, researching and processing data
Methodological Approach
Interviews were held with front of house staff, visitor’ services, marketing, governance, security and management staff.
Informants: the National Gallery of Australia, the National Archives of Australia, QUESTACON, the Museum of Australian Democracy, the National Film and Sound Archive, the Australian War Memorial, the National Portrait Gallery.
Findings
Visitor feedback - institutions have their core business outcomes focused on public satisfaction, development of knowledge and understanding, and accessibility to the institutions’ collection. They all recognised the importance of visitor feedback in achieving this core business outcome.