Assessing Guest and Visitor Satisfaction with the Hawaiian Humane Society
Partner organization: Hawaiian Humane Society
Team members: Grace Hart, Michael Herchenroder, Dylan Rios, Charles Anton Sibal
The Hawaiian Humane Society, one of Oahu’s largest animal welfare organizations, provides many resources to its local communities; their recently-built Kosasa Family Campus in ‘Ewa Beach has been growing its services, doing well in helping the community. The Hawaiian Humane Society tasked us with identifying and analyzing community opinions and generating recommendations for them to grow their organization and bolster their efforts. We employed self-administered surveys, semi-structured interviews with employees and volunteers, and semi-structured interviews with visitors and guests to collect and analyze the community’s opinions. By analyzing the data we collected throughout this seven-week period, we recommend four small, yet impactful, changes to help the Hawaiian Humane Society improve the guest experience at the Kosasa Family Campus.
We recommended that the Hawaiian Humane Society include more transparency about their euthanasia practices, provide more educational resources and materials, incorporate additional customer service role-plays and de-escalation techniques into employee training programs, and provide a visual aid to direct patrons on campus. With these four recommendations, we also provided the tools and data collected that support our findings, so that the Hawaiian Humane Society can continue to use our work to further improve their services and accomplish their mission: promoting the human-animal bond and the humane treatment of all animals.
