Community Lunch
95% attendance with customers traveling interstate to attend.
Small customer lunches that created space for the candid conversations traditional surveys weren’t capturing.
At a glance
- 01ProblemOnline surveys were producing low response rates and limited feedback.
- 02SwitchIntroduced small, face-to-face customer lunches.
- 03ListenCreated space for more detailed conversations about customers’ experiences and expectations.
- 04Result95% attendance, including customers who traveled interstate to participate.
The challenge
Traditional customer surveys weren’t providing the depth of feedback the team needed.
Response rates were low, and many answers were too brief or incomplete to offer a useful understanding of customers’ experiences and expectations.
The solution
The opportunity was to change the setting in which the conversations happened.
Instead of relying on another online survey, we brought customers together for small, face-to-face lunches, creating a more personal environment for open discussion.
I coordinated the guest selection, invitations, and event logistics, helping establish a setting where customers could share their thoughts and experiences directly with the brand.
These conversations gave the team more detailed feedback than the surveys had been generating, while giving customers a direct opportunity to feel heard.
The initiative also demonstrated the value of making space for qualitative insights alongside the quantitative data used to understand customer behavior.
My role
- Venue sourcing and hosting
- Guest list curation and approval
- Invitation planning and coordination
The impact
- 95% attendance rate
- Customers traveled interstate to attend
- Qualitative customer feedback shared with the team
Selected clippings
Event images
Fractional Head of Social