Everything in one place

​Trimble Feedback is a solution in which all community feedback can be recorded and managed, regardless of whether it is given via phone, email or online feedback forms. Once submitted, the feedback is automatically forwarded to the person who has the ability to address the issue. No feedback data is lost, and information is immediately directed to the right person.

As all feedback and responses can be published online, the system also acts as a feedback archive. According to Janne Hartman, this is likely to reduce the number of inquiries. “People are interested in the same issues. When they go to give feedback, they note that the same issue has been asked before and the answer is already there for them to see.”

A response library of common answers can also be created and shared via the system. Thus, certain issues can be answered with standard responses.

Map is a must

​A lot of effort has been put into the usability of the system. When opening the feedback form, a map appears, making it easier to locate the issue. This also makes it easier to process feedback, as any imprecise locations of, for instance, fallen trees or frost-induced potholes are eliminated.

“The map is a must. A verbal description often results in imprecise information,” Hartman points out. Furthermore, the map can easily show if a certain location results in more feedback than others. This helps in detecting trouble spots early on. Attachments, such as photos, can also be added to the feedback form.

One system, many uses

​In addition to general feedback, the City of Jyväskylä solicits feedback on waste management, zoning, land use planning, as well as streets, parks, and traffic.

In the City of Tampere, Finland, the system is used to solicit feedback on streetlights and streetlight maintenance work supervision.

The City of Lahti, Finland, has used the feedback system, for instance, to manage a questionnaire called "The Bus Route of Dreams". The plan was to find out which local bus routes the citizens wanted.

In the City of Espoo, Finland, the feedback system is used as a feedback channel for the entire city. Feedback related to all city sectors, for example, education and culture, is submitted and processed in the same system.

Communication with the customers

Trimble Feedback facilitates interactive communications with customers in many ways. Public administration, private companies and government bureaus can utilize the system when gathering feedback, organizing questionnaires and soliciting public opinions.

Upcoming events, projects, and plans can be displayed using an online map, and people can submit related questions and comments. All data input and responses received are processed in the same system. The information history is saved and can be shared for the community to see.

Facts with a single click

​Trimble Feedback makes analysis easy because all feedback data is stored in the same system. With a single click, reports can be run on the type and quantity of feedback, as well as on response times. This information allows both public and private sectors to analyze and improve the quality of the services they offer to communities and customers.