---
title: "Case Study: A National Art Gallery"
description: Learn how a national art gallery in Washington, DC used The Donnelly Group to increase their positive-response visitor comment cards from 30% to 70%
---

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### CASE STUDY: A National Art Gallery

An effective training program for security officers

### About the Gallery

##### A national art gallery used The Donnelly Group to increase their positive-response visitor comment cards from 30% to 70%.

The museum sits at the epicenter of Washington D.C. attractions. It houses a world-class collection of cultural property and priceless works of art.

**Industry:** Museum

**Location:** Washington, D.C.

**Employees:** 1,125

**Visitors:** 1.7M per year

### Before The Donnelly Group: Negative Feedback from Visitors 

The gallery consistently received negative responses on visitor comment forms–nearly 70% of all responses mentioned something negative about the visitor experience. This means that the gallery was only exceeding expectations for \**30%\** of its visitors! We needed a fresh, upbeat, and uplifting approach to redirect the “Big 3” — our people, places, and processes.

### With The Donnelly Group: 70% Positive Visitor Response Rate

#### An effective training program for security officers:

The Donnelly Group created Disney-inspired guest service principles adapted for the museum environment and used them to inform new, transformative service training.

**From the Gallery:**   
*"The Donnelly Group helped us realize that our team member’s experiences have a direct impact on our visitor’s experience.  *

*The Donnelly Group used classic Disney-inspired guest service training that changed the perspective of our front-line staff (both contract and direct employees) and their managers to focus on visitor experience by adapting Disney guest service principles to work in our museum environment.  *

*Our internal service quality improved, then our external service quality improved.  In just eight months, The Donnelly Group completely turned around our visitor comment forms from 70% negative to 70% positive."*

#### Are you ready to begin YOUR customer service transformation?

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