Case Study: Randstad Germany gains customer and employee insight and becomes an internal survey specialist with QuestBack

How Randstad Gets Closer To Customers and Employees with Questback

Randstad Germany, a leading recruitment specialist, needed a reliable way to measure customer and employee satisfaction as standardized KPIs but found telephone surveys too costly and required an online partner that offered technical support, consultancy and strong security. In 2007 the Research & CRM department selected Questback’s Enterprise Feedback Suite (EFS) to deliver repeatable, comparable feedback across the organization.

Using EFS to survey about 7,000 customers annually (≈10% response) and to run internal evaluations for training and events, Randstad centralized and standardized survey processes, created real-time dashboards, and repositioned Research & CRM as an internal survey service provider. The result: faster, cost-effective insights that improve management transparency, reduce burden on individual departments, and enable more customer-focused, data-driven decisions.

Randstad Germany

Ulf Fröhlich

Head of the Research & CRM Department