ZLM can continuously collect feedback by setting up personalized questionnaires in our research platform, combining data and setting up multiple dashboards for employees, managers and the management team. We started by importing data and linking data sources into one database. Customer data is automatically anonymized in accordance with GDPR legislation.
We then built short, personalized surveys that are sent to customers based on touchpoint in the customer journey. Customers can of course unsubscribe from these emails and ZLM can view and manage the unsubscribe list. To display the results, we have set up dashboards for employees, managers and the management team. We have also introduced criteria on the basis of which automated e-mails are sent, so that feedback can be followed up immediately.