National Gallery of Australia (NGA)

April 13, 2019 · Government

The National Gallery of Australia (NGA), located in Canberra, is the Commonwealth of Australia’s national cultural institution for the visual arts, and is a portfolio agency within the Department of Communications and the Arts.

The business issue

The NGA is required to provide key visitor experience ratings to the NGA Council on a regular basis, and it commissions a Visitor Experience Survey to be conducted on a continuous basis.

Research methodology

Quantitative survey among the NGA’s visitors on a continuous basis with regular reporting cycles. The survey collects information on visitor’s overall experience with the Gallery, its permanent collections and exhibitions.

The outcome

Based on the regular research, the NGA is able to monitor key ratings such as overall satisfaction, advocacy and loyalty, and improve the visitor experience.

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