Case Study

AFRO BRAZIL MUSEUM

intro

SEE HOW THE AFRO BRAZIL MUSEUM HAS MULTIPLIED BY 100 THE PARTICIPATION IN ITS SATISFACTION SURVEY BY ADOPTING A SOLVIS SURVEY KIOSK

Located in the Ibirapuera Park, the Museum boasts a collection of more than 6 thousand works, including paintings, sculptures, prints, photographs, documents and ethnological pieces, written by Brazilian and foreign authors, produced between the 18th century and today. The collection encompasses several aspects of the African and Afro-Brazilian cultural universes , addressing themes such as religion, work, art, slavery, and traces the historical trajectory and African influences in the construction of Brazilian society.

Details

MORE THAN MONITORING: A COMPLETE TOOL to help the Customer Service Center

1. NEEDS

In order to become useful for coordination, satisfaction survey needed boost both in numbers and in quality. With a larger and more reliable sampling, the research could finally become a real management tool. But how to do this without increasing tab time and chart building? How to encourage visitors to fill out the questionnaire?.

2. SOLUTION

With the Solvis solution installed , responding to the survey has become much more attractive to visitors.The ease of the kiosk interface, coupled with the great training provided by museum coordination, brought immediate results, which were tabulated and transformed into reports automatically by the system.

3. DEPLOYMENT

As Natalia came to have almost immediate access to the results of the research, it was extremely easy to respond to requests from people who had had a problem with their visit. All this done via email, the day after the complaint. The reports also helped identify service issues, and accurately outline the public profile and what motives brought them to the museum. The Solvis solution has become a benchmark for identifying trends and guiding institutional communication decisions.In addition, using the totem as a form of capture, the museum has significantly increased its mailing, allowing a greater reach in the dissemination of its programming and narrowing the direct communication with its visitors.

 

RESULTS:  

 

%

INCREASE IN THE NUMBER OF QUESTIONNAIRES FILLED IN RELATION TO THE SURVEY DONE ON PAPER.

%

RISE IN THE SATISFACTION OF VISITORS ABOUT THE SERVICES

+ ANSWERS PER MONTH

+ E-MAILS REGISTERED TO RECEIVE THE MUSEUM'S NEWSLETTER

CUSTOMER’S TESTIMONIAL

“The Solvis solution , in addition to optimizing our data collection and tabulation time, solved the concern we had with data integrity and security.Today it is an important strategic management tool, helping us to make decisions.It was an excellent choice and we are very pleased with the solution and the service we received from the Solvis team!”

Natalia MoriyamaCoordinator of institutional development of the Afro Brasil Museum

THE SOLVIS SOLUTIONS USED IN THIS CASE STUDY WERE:  

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Survey Kiosks

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