CASE STUDY:
PACIFIC SCIENCE CENTRE, SEATTLE, WASHINGTON

Overview: Pacific Science Center is a not-for-profit science foundation bringing the thrill of science, maths and technology through interactive and innovative exhibits and programs to its visitors. Through its primary facility in Seattle, the environmental education center in Bellevue, and various outreach programs, the Center serves over one million people each year drawn from every county of Washington state. Opinionmeter touch screen device are used to capture visitor feedback on their experiences, making use of the multimedia capability to draw attention to the machine and advertise of upcoming exhibitions.

Problem: The visitor experience is the lifeblood of the organization. Unfortunately, with the tools the Center had, its management was not doing much to systematically measure the visitor experience. They were using paper and pencil surveys, which were cumbersome to compile and difficult to analyze with any sophistication. They were hampered in their ability to create actionable responses in a timely fashion. As an organisation striving to be world-class in its services, the old method just wasn’t going to cut it. A new state-of-the-art surveying system was needed that would be technologically robust, aesthetically pleasing and cost-effective.

Solution: After a thorough review of other surveying systems, the Center’s management replaced its paper surveys with Opinionmeter touch screens in May of 2008. The impact was positive and immediate. Survey data was available in real-time and, using the web-based reporting tool, for the first time reports were compiled and distributed effortlessly. The administration found the tool proved extraordinarily flexible in designing surveys and assigning appropriate levels of access to the results. And, the Center found that the price was right for their needs.

Benefits:
- Attractive
- Easy to use
- Small-footprint survey device
- Instant access to real-time survey data via intuitive web-based reporting tool
- Cost-effective solution for non-profit budget

Feedback:
"We now have a world-class survey tool in place to aid us in our efforts to provide world-class service. The first week we deployed the devices, our CEO tried it out and was thrilled with it. The response from the staff responsible for visitor surveying has been overwhelmingly positive. Our leadership team is delighted to have immediate feedback on our programs and exhibitions so we can promptly assess and address visitor needs. And the customer support has been terrific. We couldn’t be more pleased with our decision to go with Opinionmeter” - Kurt Koller, Visitor Services Manager

CASE STUDY: PACIFIC SCIENCE CENTRE, SEATTLE, WASHINGTON

CASE STUDY:
PACIFIC SCIENCE CENTRE, SEATTLE, WASHINGTON