Case: City of Kokkola
The City of Kokkola is improving everyday services with the help of genuine, real-time feedback
The City of Kokkola’s (Finland) cleaning and catering services play an important role in supporting everyday life and promoting the well-being of children and young people. Food services are responsible for catering across early childhood education, primary education and secondary schools, preparing around 8,000 nutritious and tasty lunches every day.
Customer-focused development has long been central to operations, but a need for improvement was identified in the way feedback on school meals was collected. Previously, feedback was gathered through mobile devices and extensive surveys. As a result, immediate feedback from pupils was limited, delayed and often focused mainly on negative experiences.
The need for improvement was clear: feedback needed to be collected easily, quickly and effortlessly from the right target group, ideally immediately after the meal.
Genuine opinions collected instantly through feedback devices
Webropol was already a familiar and trusted partner for the City of Kokkola, and the existing collaboration was expanded with WOTT (Webropol Online Touch Tablet) feedback devices.
The feedback devices were placed in visible and easily accessible locations within school dining areas, such as along exit routes after meals. Pupils can provide feedback on the day’s food and dining experience with a single tap, making feedback a quick and natural part of everyday school dining.
“The aim was to get easy, quick and low-threshold feedback immediately after the meal. Webropol’s WOTT feedback devices met this need by providing an effortless way to collect feedback during mealtimes,” says Heidi Sippola, Development Planner for the City of Kokkola.
The implementation of the feedback devices was smooth and aligned with the City of Kokkola’s own schedule. The process was flexible, required minimal preparation and support and guidance were readily available whenever needed.
In addition to the feedback devices, the City of Kokkola makes extensive use of Webropol for a wide range of surveys aimed at customers and stakeholders. Webropol supports feedback collection in everyday situations and contributes to the ongoing development of services and operations.
A reliable partnership supporting continuous development
Since introducing the WOTT feedback devices, the City of Kokkola has received more feedback than ever before from exactly the right target group. The volume of feedback has increased significantly, and genuine pupil opinions about school meals are now available quickly and in real time. This makes it easier to identify both successes and areas for improvement while supporting informed decision-making.
The feedback collected is actively used in menu planning and service development. A visible and accessible feedback process also communicates to pupils and other customers that their opinions matter and that feedback leads to tangible improvements.
Collaboration with Webropol has been smooth and productive throughout. The clear user interface and responsive customer support help streamline day-to-day operations. Overall, Webropol acts as a reliable partner for the City of Kokkola in collecting customer feedback and developing customer-oriented services.
“Webropol’s system has been effective and reliable. We have been able to use it flexibly according to our own needs, and the WOTT feedback devices were quickly integrated into our daily routines.”
Heidi Sippola, Development Planner, City of Kokkola
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