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+61 2 9908 5092 |
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info@publiceye.com.au |
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By using PUBLICeye to move the invite, RSVP and feedback process online...Lexmark was able to host more events in a shorter space of time, through smarter and more efficient use of our internal resources 
Scott Millington, Lexmark |
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Sydney Opera House |
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About Sydney Opera House |
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 Sydney Opera House is a global landmark and one of the busiest performing arts centres
in the world. Over 1,500 events are presented each year spanning art forms and cultures,
and ranging from the traditional to the contemporary. With over 4 million people visiting the
site each year, it is one of the most popular visitor attractions in Australia.
To consolidate
its position as Australia's leading performing arts centre, the Sydney Opera House is significantly increasing the profile of its own programming and nurturing the development of
new artists and audiences.
The Challenge
Presenting thousands of events and
accommodating literally millions of visitors every
year, Sydney Opera House needed a fast, simple
and cost-effective way to gather feedback from
its customers.
The aim of the research was to gain an
understanding of the ongoing needs of their
visitors and identify areas where improvements
could be made. With a large workforce, mainly
focusing on customer service, Sydney Opera
House was also looking for a way to measure the
performance of each department over time.
Sydney Opera House identified several key
objectives for the project:
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Provide a simple survey that could be
completed by customers unassisted.
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Personalise the surveys according to questions
answered.
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Integrate the branding of the survey with their
existing look and feel.
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Build a profiled database of interested visitors
for future research.
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Offer a simple and cost-effective alternative to
traditional research methods.
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The Solution |
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Sydney Opera House engaged The Webmart
Network to develop a web-based survey to
measure customer service and satisfaction levels.
To do this, Webmart used their proprietary survey
software solution PUBLICeye™ – a proven,
robust and easy-to-use online communication, data collection, reporting and analysis solution.
Simple and affordable, the solution offers a range
of features and benefits:
Fully-hosted and managed by Webmart, the
survey was rebranded and integrated directly
into Sydney Opera House’s existing website
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PUBLICeye™ assisted with creating a userfriendly
survey that was personalised based on
the respondents answers
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Fully-hosted and managed by Webmart, the
survey was rebranded and integrated directly
into Sydney Opera House’s existing website
-
PUBLICeye™ assisted with creating a userfriendly
survey that was personalised based on
the respondents answers
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Automated data collection and storage means
no time is wasted collating and re-keying data
as with traditional research
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Real-time detailed reports can be easily
generated with colour graphs and clear tables
for simple analysis
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 Not only are we saving time and money by running our surveys online, it also means we are likely to get more responses than by using other methods such as face-to-face interviews or telephone research. And, with such a large number of visitors each year from all over the world, it makes our customers' easier to reach.
Semee Dickerson, Sydney Opera House
The Results
During the course of the ongoing survey,
hundreds of people provided valuable information
on their perceptions of the Sydney Opera House,
along with their reasons for visiting this great
Australian icon. Other data was collected from
the survey participants, including their gender,
age and when they last visited the Sydney
Opera House. A database was also created with
respondents who would be willing to participate
in future market research.
The overall results were returned in an easy to
read, useful format, so Sydney Opera House
can efficiently use this information to target its
programming more effectively in the future.
Semee Dickerson, from the Sydney Opera House
marketing division couldn’t have been happier
with the solution. “PUBLICeye™ is very simple
to use… because we have full control over the
branding, we easily integrated the survey into our
existing website.”
“Not only are we saving time and money by running our surveys online, it also means we are likely to get more responses than by using other methods such as face-to-face interviews or telephone research. And, with such a large number of visitors each year from all over the world, it makes our customers’ easier to reach.”
The Sydney Opera House is planning to partner
with PUBLICeye™ to run ongoing surveys in the
future so they can track customer responses over
time. “Our success depends on our visitors, so
the more feedback we can get from them, the
better,” said Ms Dickerson
“With industry analysts estimating that online
research will grow at over 30% per year,
PUBLICeye™ is a cost-effective way to take
advantage of that. It doesn’t make economic
sense for businesses to custom-build their own
applications.” Phil Kells, Managing Director,
PUBLICeye™.
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