Feedier x La Région Occitanie
How La Région Occitanie improves user satisfaction
17
measurement sources on different user journeys.
95%
reduction in verbatim analysis time.
Organization
A digital service committed to an inclusive and responsible user experience
Région Occitanie’s Service Internet et Service Public en ligne plays a key role in improving the online user experience, managing some 30 regional websites with an annual volume of 40 million page views. For the past three years, it has been using the Feedier platform to measure user satisfaction, enabling it to identify areas for improvement and respond more effectively to citizens’ needs.
As part of this, the department has initiated the “Laboratoire des Usages Web”, aimed at better understanding web users’ expectations and evaluating digital services before they are rolled out. In addition, the Région Occitanie, awarded the Numérique Responsable – Level 2 label, is committed to an ethical, inclusive and environmentally-friendly digital environment.
Context and challenges
Facing the challenges of user-oriented digital transformation in the public sector
La Région Occitanie has embarked on a service-oriented digital transformation. Reporting to a user-oriented department, the Internet department manages a variety of channels: websites, centralized CRM, and email campaigns. However, to maintain optimal service, several challenges had to be met:
- Continuous satisfaction measurement: Understand users’ uses, expectations and frustrations through a large volume of feedback.
- Specific public sector needs: Comply with strict requirements in terms of RGPT compliance (guaranteeing data confidentiality), RGAA accessibility (guaranteeing access to online content and services for all) and RGESN eco-responsibility.
- Optimizing digital journeys: Identify improvements needed for various platforms, such as the regional aid catalog or the participative agenda.
Feedier solution
An intuitive solution to optimize user feedback analysis
For the past 3 years, La Région Occitanie has been using Feedier to collect and analyze user feedback. With 17 active measures and nearly 4,000 feedbacks collected, Feedier has provided an intuitive, high-performance platform tailored to the needs of the public sector.
Feedier highlights for La Région Occitanie
- Clarity and customization: Feedier lets you create a wide range of surveys, from short questionnaires to more detailed audits, depending on your objectives.
- Reactive, personalized support: whether it’s for tool appropriation, deployment or operation, regular meetings and rapid responses from support are a real asset.
- French hosting: An GDPR-compliant solution, guaranteeing data security.
- High-performance AI: Artificial intelligence synthesizes verbatims, detects priority needs and helps identify areas for improvement.
- Segmented reports: Feedier provides customizable reports that can be shared with the various business units (UI, editorial, functional).
“Feedier has enabled us to add real value to our user-oriented approach. The solution is intuitive and, above all, their team is always available to support us in our projects.”
Pierre Mestre
Internet Services and Public Services online – Contact bases, La Région Occitanie.
The results
Feedier has transformed user feedback management for the regional digital service, delivering concrete, actionable results:
- Continuous improvement: Analyses have identified key support needs, in particular for the regional aid catalog.
- Effective segmentation: Returns are broken down by business sector, facilitating targeted action.
- Advanced qualitative analysis: Feedier’s AI has enabled in-depth understanding of expectations and frustrations, beyond traditional analytics tools.
- Increased efficiency: Returns are processed faster, thanks to automatic summaries and priority insights.
Future vision
Extending the use of feedback for even more efficient services
In collaboration with Feedier, La Région Occitanie plans to take the use of feedback even further:
- Extending analyses: Deploy new surveys on services not yet covered, to collect more qualitative data.
- UX optimization: Leverage in-depth analysis to guide users in their search for help and services.
- Extending the use of AI: Generalize automated analysis of verbatims to all relevant teams.
Conclusion
Feedier: a key solution for a digital strategy focused on the user experience
Feedier has established itself as a strategic tool for La Région Occitanie. Thanks to an intuitive interface, exemplary GDPR compliance, and advanced features like AI, Feedier is enabling La Région Occitanie to improve the user experience on a massive scale. With nearly 4,000 feedbacks analyzed and close collaboration, this solution continues to play a central role in the region’s digital strategy.