RANDSTAD CASE STUDY
Thanks to feedback, Randstad knows what their customers and employees want.
Recruitment agency, Randstad, started measuring customer satisfaction in 2007. Their initial aim was to measure it comparably over the years and anchor it as a KPI at the company. Since a telephone survey would’ve been very costly, Randstad started looking for a suitable provider for online surveys.
From 2007 to 2018, Randstad used EFS to survey around 7,000 customers once a year with an average response rate of 10%. With a powerful software platform at their disposal, they started using it more often in other departments, positioning their Market Intelligence department as an internal survey service provider.
In the meantime, Tivian’s Feedback Management Software was used for numerous internal surveys. Randstad’s training department, in particular, now uses the tool very intensively for evaluating training. Previously, trainings were evaluated with handouts and Excel tables. Now, satisfaction is determined using EFS and displayed on a dashboard. This way, the department can see at any time whether a training was good or not. This knowledge is very valuable, especially when external trainers are hired.
The EFS Survey has opened up completely new positioning possibilities for the Market Intelligence department. Thanks to the technical possibilities of the platform, the department has been able to expand its service portfolio to include services that wouldn’t have been possible before.
With the help of Feedback Management, Randstad knows exactly where there’s still room for action and change. This very efficient use of Tivian’s software has enabled Randstad to become even more customer-focused over time and provide transparency within the company. It also helps to reduce the workload of individual departments, which now only have to deal with the results and no longer with the procurement of those results. This saves time and, of course, costs.
Head of Market Intelligence, Randstad Deutschland Aktiengesellschaft
