Tonbridge Historical Society recently hosted the Tonbridge History Weekend, an exhibition of photographs and artefacts curated to bring the area’s rich history to life at Tonbridge Castle. They wanted more than a successful event. They wanted to know honestly what visitors thought, in the moment, while it still mattered. So they used iTrust to help them.

The Challenge Tonbridge Historical Society Faced

A temporary exhibition at Tonbridge Castle was always going to generate a lot of footfall. Usually during events, the feedback you get is either afterwards, in passing or not at all. Gathering visitor feedback, during the day that could be acted on quickly is harder to plan for. Especially when you consider some people might not feel comfortable raising concerns in person. But having that instant feedback gives event organisers the power to make improvements throughout the day and potential to improve other visitor experiences.

Why did Tonbridge Historical Society choose iTrust?

The connection came through a shared conversation and a shared love of Portsmouth FC. Society member Mark Ansdell had previously explored how iTrust could work in a workplace setting, but it was a conversation en route to a match that sparked the idea of using it for the exhibition.

“Whilst travelling to a game together, we both realised that visitors being able to provide real time feedback regarding the exhibition would be a great addition to the event.”

For a one-off event with no existing feedback infrastructure, iTrust made perfect sense. The setup was simple and the QR code interface meant visitors could easily speak up if they had something to say.

“We shared a couple of emails during which the reporting facility was adapted for use specifically for the exhibition and it was up and running. It was really easy and great that the interface via the QR code could be adapted for our specific need.”

QR codes were placed throughout the exhibition space, giving visitors a discreet and immediate way to share their thoughts as they moved through the displays.

What feedback did iTrust provide

The feedback coming in via iTrust was overwhelmingly positive. Visitors enjoyed the event and praised the quality of the artefacts, the historical timeline, and the effort of the volunteers behind it all. Several described the exhibition as an asset to the town, with many hoping it becomes an annual event and calling for something more permanent.

But it was the accessibility feedback that proved most valuable and most unexpected.

“If I’m honest, it was a helpful surprise. We thought we had accessibility covered as the venue is publicly accessible on a day to day basis. The feedback we received regarding accessibility probably related to how the exhibition was set up, display boards and artefacts upon tables, that sort of thing.”

Without iTrust, that nuance might never have surfaced. Visitors who wouldn’t have raised it in person felt comfortable enough to share it through the platform, and that’s exactly the kind of feedback that makes the next event better.

How iTrust feedback is making a difference

The Society is already planning for next year, and the feedback collected through iTrust is shaping those plans directly.

“The comments received via iTrust will enable subtle changes to the display area which will ensure that the event is more accessible, inclusive and visitor-friendly.”

Feedback that matters.