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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.