Robidus

Robidus steers on quality with feedback from across the chainRobidus stuurt op kwaliteit met feedback uit de hele keten

Employers, insurers, partners and the employees Robidus supports all give feedback from one coherent setup. That feedback lands with the case manager who can act on it right away.

... ›

The challenge

Giving every link in the social security chain - the employer, the insurer, the partner and the employee - a service that fits what is needed at that moment.

Project

Chain-wide customer feedback

Client

Robidus

Solution

Relational feedback in periodic rounds and transactional feedback running continuously, with the three-question methodology

Onze aanpak

Feedback at every moment that counts, from across the chain

Robidus has worked with CYS since 2018. In 2024 we rebuilt the customer research: from separate measurements to one setup that brings every audience and service domain together. The studies went live step by step after that.

Every study uses our smart three-question methodology. Respondents give a score, explain it in their own words and point to the element that had the most influence on that score. That makes the cause behind each answer clear, without making the questionnaire any longer.

Employers, insurers and partners get the relational study periodically, in rounds. On the transactional side the measurement runs along with the process, so the invitation goes out automatically after a contact moment. The employee Robidus supports gets a short question about the contact with their case manager, continuously.

Feedback also comes in without email. In the Robidus applications, users give their verdict at the moment they are working in the system. Because the underlying client and relationship data comes along, every score can be placed straight away with an audience, a domain and a case.

Feedback at every moment that counts, from across the chain

Resultaten

Every case manager sees the feedback on their own casesElke casemanager ziet de feedback over zijn eigen dossiers

Case managers automatically get a weekly report on their own cases, with the feedback from the people they support. Nobody has to ask for it.

Dashboards are ready for the teams, split by study and by domain. A team lead uses them to look at their own domain, and sees which topics pull the score up or down.

Robidus and CYS discuss progress periodically. That covers what the measurements show, which audiences are joining and where the setup can be sharper.

Eindconclusie

From separate measurements to one setup for the whole chain

The measurements are a continuous instrument for improvement. Every round shows where the service can be better and who picks it up, per audience and per domain. We think along as soon as the question or the setup has to move with what Robidus wants to know.

“

We wanted to get away from separate measurements that only produced a score. Now we see, per audience and per domain, where the friction is, and that information reaches the colleagues who can act on it right away."