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Digital Real-Time Feedback in Museums  

State-of-the-art dialogue with your visitors at the moment of truth

Successfully implemented in over 100 museums in Germany, Austria and Switzerland



on-site feedback in museums

Exploit this digital channel to your customers.

Muse­ums often find them­selves in an area of con­flict between the high expec­ta­tions of vis­i­tors and the rapid­ly increas­ing demands of fund­ing agen­cies and donors. A paper sur­vey once a year is no longer enough

Say­Way helps muse­ums to set up a dig­i­tal com­mu­ni­ca­tion chan­nel that is open every day, all year round, so that they can find out what vis­i­tors want and take the appro­pri­ate actions.

This is done using a tool­box that we have devel­oped and con­tin­u­al­ly enhanced joint­ly with our retail cus­tomers over the past few years.

Measure the pulse of visitor satisfaction

With our feed­back sys­tem that is quick and easy to set up, you can mea­sure the pulse of vis­i­tor sat­is­fac­tion at the exit, or in large muse­ums in each depart­ment. The rat­ings are avail­able to man­age­ment in real-time in the online report­ing sys­tem.


The feedback process

If a feed­back project is to be suc­cess­ful and sus­tain­able, the feed­back process must be defined and imple­ment­ed very pre­cise­ly. Clear project respon­si­bil­i­ties, appro­pri­ate ques­tion­naires and a pre­cise choice of loca­tion are just some of the com­po­nents involved in defin­ing an on-site feed­back process. A fur­ther option is to invite vis­i­tors to give feed­back at the till or as they are leav­ing.


SayWay as a marketing instrument

Pri­mar­i­ly Say­Way “only” col­lects rat­ings. But the sys­tem can do much more than that. Hav­ing a feed­back chan­nel that is con­tin­u­ous­ly open sends out a sig­nal to the vis­i­tors, even if the sys­tem isn’t used. If vis­i­tors give feed­back as they are leav­ing the muse­um, it’s a kind of emo­tion­al check-out. The sys­tems can also be used as an infor­ma­tion board. A lot of cus­tomers use the last page of the sur­vey for adver­tise­ments, for exam­ple, to adver­tise cur­rent events or spe­cial exhi­bi­tions.

Visitor surveys & Questionnaires

Special features relevant to the museum sector

Driver analysis

Basi­cal­ly, any con­ceiv­able type of ques­tion­naire can be imple­ment­ed using the Say­Way feed­back soft­ware. In muse­ums, how­ev­er, SayWay’s dri­ver analy­sis tool is fre­quent­ly used. In this case, only dis­sat­is­fied vis­i­tors are for­ward­ed to a sec­ond page where they are asked about the caus­es of their dis­sat­is­fac­tion. The sat­is­fied vis­i­tors are only giv­en one addi­tion­al open ques­tion where they can express their praise and sug­ges­tions. In this way, hap­py vis­i­tors are not both­ered unnec­es­sar­i­ly and dis­sat­is­fied peo­ple can air their griev­ances.

Complex questionnaires

In the con­text of muse­ums, longer ques­tion­naires than in oth­er sec­tors can gen­er­al­ly be used. The rea­son being that tar­get group iden­ti­fies more close­ly with the sub­ject. Here is a sam­ple ques­tion­naire for muse­ums which can be com­plet­ed in a few min­utes but which pro­vides a wealth of infor­ma­tion.

Individual reporting

Keep your finger on the pulse of your visitors, centrally and locally

Every muse­um has a dif­fer­ent ques­tion­naire and needs dif­fer­ent infor­ma­tion. The Say­Way Report­ing takes these indi­vid­ual require­ments into account through cus­tomised solu­tions for each com­pa­ny. Dif­fer­ent branch struc­tures require spe­cial dash­boards.

The roles and rights sys­tems must be devel­oped dif­fer­ent­ly depend­ing on the hier­ar­chi­cal lev­els. The design of auto­mat­ed PDF reports must be clear­ly aligned with the indi­vid­ual frame­work con­di­tions. The Say­Way retail team will be pleased to help you to design your own indi­vid­ual online report­ing tool.

How SayWay can be used in museums.

Use on-site feedback in the following scenarios

Feedback through visitor survey

Very often the Say­Way feed­back sys­tems are used in cen­tral areas in muse­ums. The clas­sic vis­i­tor sur­vey plays a cen­tral role here. Here, either indi­vid­ual longer ques­tion­naires can be real­ized or a com­pact dri­ver analy­sis to reveal the dri­vers of dis­sat­is­fac­tion.

Special surveys and campaigns

Say­Way is fre­quent­ly used to eval­u­ate tem­po­rary exhi­bi­tions or spe­cial exhi­bi­tions. Mar­ket­ing cam­paigns such as col­lect­ing e-mail address­es for newslet­ters are also eas­i­ly imple­ment­ed.

Feedback in the area of catering

The impact of food or cater­ing in gen­er­al on the over­all sat­is­fac­tion of muse­um vis­i­tors should not be under­es­ti­mat­ed. Many of our 100 muse­um cus­tomers put a sec­ond or third feed­back ter­mi­nal in the restau­rants and cafés. It is also a good idea to con­duct sur­vey in the cater­ing facil­i­ties at set inter­vals. Larg­er muse­ums install feed­back devices in these areas per­ma­nent­ly.

Employee feedback

Ques­tion­naires on Say­Way sys­tems can be swapped man­u­al­ly on any sys­tem or by remote con­trol all over the world from the head­quar­ters in Cologne. We rec­om­mend that our cus­tomers use the sys­tem for employ­ee sur­veys in the back office at least four times a year. Good staff is scarce and is also the biggest cost fac­tor in muse­um bud­gets. That’s why it’s a good idea to work close­ly with your employ­ees in order to keep fluc­tu­a­tion to a min­i­mum.