Host City Covenant
Major events delight visitors; this keeps the promise to the neighbours.
The job
Splits feedback on every major event into visitors and residents, keeps clear promises to the neighbourhoods that host it, and shows residents which promises were kept.
The moment
The city splits feedback on each major event into what visitors say and what residents say. On Grand Prix weekend, visitor sentiment is 78% positive.
But residents of two districts posted 1,900 complaints about closures announced that same morning.
The city's signed promise poster for those districts shows, in red, that its promise to announce closures 72 hours ahead was broken.
At the next edition, the closure notice went out 72 hours ahead. Resident complaints fell 60% and visitor sentiment held.
What it does
- Sign a covenant line
- Alert the owning agency
- Publish the district poster to residents
- Draft the covenant report
What you see
Two-sided city map (the visitors' city and the residents' city), a covenant scroll whose lines turn kept or broken, and a signed district poster that travels
What it moves
Resident complaints per promise and district compared with the previous edition, with visitor sentiment held steady, and the share of promises kept, linked to the city's quality-of-life index for residents.
Built for
- CX leaders & VoC
- Operations
- Executives & leadership
