In order to work customer-centrically or to identify correlations between different points in the customer/employee journey, the system can recognize the same individual over time.
Examples of use cases:
- Being able to track how employees who terminate their employment due to dissatisfaction responded earlier in the journey, such as during recruitment and onboarding.
- Being able to identify the effect on the customer relationship from the relationship measurement based on whether or not the feedback loop is closed from another touchpoint, such as customer service.
- Being able to see previous responses from the survey when working to close the feedback loop on customer feedback and thereby gain a better overall picture.
Requirements:
- Choose which attribute to use to recognize the same individual across different surveys. This can be email address, customer number, employee ID, or similar. It is advisable to combine this with pseudonymization to anonymously link the person and not rely on personal data.
- If it is a B2B survey, pay special attention to whether you want to follow the company or the individual.
- The results in the survey need to be placed in the same data source in Quicksearch Analytics.
- Select "variable that links duplicate respondents as the same person" on the settings page for the data source and preferably choose the pseudonymized attribute here, otherwise choose the attribute that is not pseudonymized but decided above.
- Perform a complete reread of the data source for analytics to rebuild the data structure and identify the individuals.
This is sufficient to be able to see responses between surveys in tools such as feedforward where you can close the feedback loop on customer feedback. There are now conditions for capturing response patterns between surveys.
Note:
If the attribute used is personal data, which is cleared by the system according to your policies, the link between the person and the responses will be lost when the personal data is cleared. Therefore, we recommend using a pseudonymized attribute to keep the person's responses together over time.