Qualtrics, announced that the City of Corona, Calif. has used the Qualtrics platform to drive meaningful improvements in engagement and satisfaction among residents and city employees. The city saw a tenfold increase in the resident willingness to provide feedback after adopting Qualtrics.

Corona chose Qualtrics to help drive its digital transformation in June, 2021. Qualtrics' cloud-native XM platform is enabling the city to capture and analyze feedback from its residents and employees and take action to improve the services it delivers, enhance the workplace experience, and inform the transformation of its downtown into a thriving, vibrant destination. A Historic City Embracing Change: Leaders of the historic City of Corona, established in 1886, recognized the need for a more modern, digital way to engage residents and staff in crucial decisions impacting their experience.

The city chose Qualtrics as their single, unified platform for listening, understanding and acting on all stakeholder feedback. As part of their internal modernization efforts, Corona used Qualtrics to capture employee feedback on their internal technology resources. Through this work, employee feedback informed new technology investments and enablement, culminating in a 28% increase in employee satisfaction with tech resources.

As a result of employee feedback, the city also implemented a four-day workweek, which led to reduced attrition rates and heightened employee fulfillment. Democratizing Decision-Making by Giving A Voice to More Community Members: The city took the same data-driven approach to its resident experience, seeking early feedback on its downtown revitalization project and city rebranding initiative. Traditional in-person methods of collecting feedback reached a limited audience, so the city expanded where and how they gathered residents' feedback and preferences beyond town hall meetings to farmers markets, social media, government websites and QR codes.

This enabled the city to get a much more inclusive view of resident feedback. Corona also harnessed Qualtrics AI to analyze the unsolicited feedback residents were providing about their government interactions on social media, the city's website, and other channels. With Qualtrics, the City of Corona can now integrate resident feedback with geographic information systems (GIS) analysis in order to reach previously underrepresented segments of its population.

Resident feedback based on this approach has informed how the city will allocate $100 million for its City Park project. Feedback from community members within one mile of the park was weighed more heavily than feedback from residents who live farther away. This ensured the preferences of underrepresented people who reside closer to the park were not outweighed by a louder majority.

Funds have been allocated to update the park for community sports, an aquatic center, and a venue for music, festivals and other events.