We used our three-question approach in combination with background data from the business processes to retrieve relevant feedback without burdening members with lengthy questionnaires. The method allows customers to indicate which aspect, from their perspective, most determines their overall experience. The background data is used to find out in which step in the customer journey this experience took place.
The three-question approach, also known as Root Cause Analysis, is used for DELA’s core business process, resulting in easy-to-understand data for BI teams, process specialists, and marketing teams. Depending on the respondent’s answers and background data, additional questions are shown for some touchpoints.
DELA sets strict (privacy) requirements for access to and sharing of information and compliance with the GDPR. Therefore, dedicated dashboards for various stakeholders with authorized access are needed.