RAFI Partners With HappyOrNot To Elevate Museum Experience

Ramon Aboitiz Foundation, Inc. (RAFI) and Casa Gorordo Museum (CGM) have partnered with HappyOrNot, the world’s leading provider of customer experience improvement solutions, to elevate their commitment to delivering an exceptional museum experience.

Photo Insert: (L) Charlie Velasco, VP & Head of Business Development of HappyOrNot PH, (C) Ms. Marie Sol Delantar-Gonzalvo, Executive Director of the Social Well-being Cluster of RAFI, and (R) Mr. Florencio Moreno, Cultural and Heritage Unit Head at RAFI, join forces to elevate museum experiences at Casa Gorordo Museum and The Kabilin Center. Together, they strive to craft an exceptional journey into Cebuano culture and history, fueled by smiles and valuable feedback.

By leveraging HappyOrNot's feedback collection system, RAFI aims to enhance customer service and further develop their culture and heritage programs at Casa Gorordo Museum and The Kabilin Center.

The decision to collaborate with HappyOrNot was driven by RAFI's focus on obtaining timely feedback from museum guests.

"The HappyOrNot terminals are a great value-adding feature to our museums, The Kabilin Center and the Casa Gorordo Museum. The feedback we receive allows us to constantly improve in our delivery and provide memorable museum experiences to our guests,” said Ms. Marie Sol Delantar-Gonzalvo, Executive Director of the Social Well-being Cluster at the Ramon Aboitiz Foundation, Inc. (RAFI).

Recognizing the pivotal role of feedback in ensuring a memorable experience for visitors, RAFI seeks to improve customer service delivery while promoting cultural awareness and appreciation among Cebuanos.

Gonzalvo added that “The insights we receive allow us to know our customers more and develop more meaningful experiences for them in the future."

The Value of Feedback

During the recent Gabii sa Kabilin event, the utilization of HappyOrNot terminals provided RAFI with a wealth of valuable feedback from museum guests. This positive experience with the feedback collection system solidified RAFI's choice to partner with HappyOrNot.

Measuring customer feedback holds immense importance for RAFI and CGM as they strive to continually enhance the museum experience. Through Casa Gorordo Museum, RAFI endeavors to share stories from centuries past using innovative means that stimulate interaction, imagination, learning, and enjoyment.

By analyzing the data collected through HappyOrNot terminals, RAFI gains valuable insights that enable regular program innovation and responsiveness to emerging trends. Prior to implementing the HappyOrNot Smileys, RAFI relied on traditional feedback forms provided at the end of museum tours and events. Additionally, they utilized social listening tools and online reviews to monitor guest sentiment.

However, with the integration of HappyOrNot's solution, RAFI can now capture immediate feedback after each museum tour, ensuring a more efficient and accurate data collection process.

To further drive their commitment to excellence, RAFI has set customer experience and net promoter score targets aligned with the rollout of the HappyOrNot Smileys. These goals serve as benchmarks to ensure outstanding customer service and consistent innovation in museum experiences.

Looking Towards the Future by Learning from the Past

Looking towards the future, RAFI envisions its guests sharing their memorable museum experiences with others. As a cultural and historical destination of choice, Casa Gorordo Museum and The Kabilin Center aspire to deepen visitors' understanding and appreciation of Cebuano culture.

Through the insights gained from customer feedback, RAFI aims to bridge any gaps in the customer experience and tailor their offerings to guests' behaviors, preferences, and expectations.

At present, the HappyOrNot Smileys are strategically positioned at the end of each museum tour, allowing guests to provide immediate feedback on their experience. This placement ensures that RAFI captures the most accurate and timely feedback to drive continuous improvement.

The responsibility of overseeing the feedback data and insights lies with RAFI's Monitoring, Evaluation, Accountability, and Learning (MEAL) Officer.

Working in collaboration with the Operations Team, the MEAL Officer processes and analyzes the feedback and shares it internally. Weekly and monthly team meetings provide a platform to review operations, respond to emergent feedback, and take immediate action.

Delivering a Memorable Museum Experience

RAFI's primary focus in receiving feedback is to consistently deliver a memorable museum experience. At Casa Gorordo Museum and The Kabilin Center, they aim to provide an immersive experience that allows guests to witness the transformation of the Philippines from a colonial to a modern society.

By pinpointing areas for improvement through customer feedback, RAFI strives to ensure the utmost satisfaction and engagement of its visitors. The positive feedback received through the HappyOrNot Smileys reaffirms the dedication and hard work of RAFI's museum staff.

The passionate Casa Gorordo Museum and The Kabilin Center guides, host all guests, showcasing their in-depth knowledge of Casa Gorordo's history and Cebuano culture. The positive response from guests inspires RAFI to continue sharing captivating stories from centuries past and celebrating the vibrant Cebuano culture and history.

RAFI's partnership with HappyOrNot exemplifies their commitment to continuously enhance the museum experience, bringing cultural heritage to life, and creating lasting memories for visitors.

With the valuable insights gained from timely feedback, RAFI is poised to evolve and deliver exceptional experiences that captivate the hearts and minds of every guest.

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