Oregon State Parks has rolled out Opiniator to eight of its main locations dotted around the state to obtain parks visitor feedback on the operating standards of those parks. The state agency was using a comment card to receive operational feedback from the hikers and campers, but this was not proving effective in either gathering enough data or being able to quickly act on that data (we concur that paper-based comment cards suffer from at least a dozen major flaws – our assessment is to be found here).
Visitors to these state parks are prompted to give their feedback via on-location signage in the high traffic areas. An example of the signage is below:
The signs are placed in the high traffic areas including the car parks, trailheads, information centers and outside the restrooms. The codes used are park specific – so the data collection, analysis and presentation is exclusively for that park.
The nine-question survey relates to the parks visitor feedback experience, location operations and also the main reasons for the park visit. If the visitor is unhappy – as determined through a low rating or a specific keyword – an alert is immediately sent to the right operational staff at that park, and also to the Head Office in Salem. The alert email contains the location, issue detail and can even include the contact details of the visitor (if they wish to be contacted). This means the issue can be corrected within minutes – before it may affect other visitors.
The experience takes about 2 minutes for the visitor and can be delivered via text message, a phone call or the Opiniator web site. This gives the visitor the most convenience in that they select a device they are familiar with and an input mechanism they prefer. Moreover, the feedback can be anonymous.