Banu Oray, quality project manager at the Louvre in the quality and internal audit department tells us about the collaboration between GuestViews and the museum for the exhibition “Théâtre du pouvoir”.
“CAN YOU PRESENT THE LOUVRE?
In the past 20 years, the Louvre has made some major changes that have reinforced his status of first museum of France and also in the world in many aspects. The Louvre has many particularities, which are all considered assets.
The Louvre is at the same time a museum, a historical monument, gardens and also a sort of city within the city in the heart of Paris. To give you an idea, the Louvre has more than 70,000m² of museum space and more than 400 permanent and temporary exhibition rooms. This makes it the biggest museum in the world and its functioning relies on the motivation of its 2,000 employees. It is also the biggest in the world in terms of visitors per year with between 8 and 10 millions coming from around the globe.
WHY DID YOU CHOOSE GUESTVIEWS?
As part of the quality approach, the Louvre museum wanted to be more attentive to its visitors, reinforce its tool to measure satisfaction and to rationalise the managing of visitors complaints. Besides, we wanted to let the visitors come to us to express their needs and comments.
As a public institution, we have studied different solutions enabling the gathering of information in situ and on users satisfaction on a specific topic or event. Amongst all solutions, GuestViews was the one that responded the best in terms of flexibility and friendliness of its user experience.
WHAT IS YOUR USE OF THE DIGITAL GUESTBOOK ?
The digital guestbook has been set up since the end of 2015 for each exhibition taking place in the Petite Galerie. This space, opened in 2015, is dedicated to artistic and cultural education. This space is unique in the museum, it prioritises the relationship between the audience and pieces of art chosen amongst the most remarkable ones in our collections and the ones of our partner museums.
The guestbook has been created by GuestViews based on a short questionnaire conceived by the museum. The tablet is placed at the end of the exhibition enabling visitors to voluntarily make comments at the end of the visit.
Reception and surveillance agents at the Petite Galerie have been trained by our team to inform them on our goals and on the functioning of the guestbook. They encourage visitors to post comments via the app.
The digital guestbook at the exhibition “Théâtre du pouvoir”
WHAT IS THE IMPACT OF THE GUESTVIEWS APP ON YOUR DAILY WORK AND IN THE LONG TERM?
The guestbook responds to our goals to gather opinions and comments from visitors. It enables us to process data in order to take immediate actions to enhance the experience and answer questions from visitors to engage with them.
Data collected, especially comments left by visitors, are processed on a daily basis in order to intervene on the spot if necessary. We also undertake a monthly report with all data collected.
The monthly report, with the level of visitor’s satisfaction and their comments, is useful for the general management and operational teams to take the necessary measures. Visitors suggestions, on scenography or tools assisting visitors for example, are taken into account from one year to the other.”
With the exhibition “Théâtre du pouvoir”, discover the codes for the representation of the political power from the Antiquity till today in the Louvre’s Petite Galerie until the 2nd of July 2018.