Customer surveys

Employee Insurance Agency

We use an algorithm to collect feedback from clients to improve our services.

Last change on 14th of July 2025, at 12:14 (CET) | Publication Standard 1.0

• Publication category: Other algorithms
• Impact assessment: Field not filled in.
• Status: In use

General information

Theme

• Social Security
• Organisation and business operations

Begin date

2015-06

Contact information

https://uwv.nl/nl/service-en-contact/contact-uwv

Link to source registration

https://www.uwv.nl/nl/over-uwv/organisatie/algoritmeregister-uwv/klantonderzoeken

Responsible use

Goal and impact

We optimise our website with 'GetFeedback', a platform we use to collect your feedback. This allows us to ensure that the website better reflects the information our clients are looking for. Visitors who see the pop-up on their screen are not obliged to answer the questions. They can click away the screen themselves and decide not to participate in the customer survey.

Considerations

When you visit a UWV website, you will sometimes see a pop-up screen with 1 or more questions to provide feedback on your experience. To improve our services, we use a customer survey algorithm.

Human intervention

UWV employees monitor the use of the algorithm in the following ways:

• Our employees carefully review the collected data and analyses. They then determine follow-up actions.
• No automatic adjustments are made to websites after a customer survey. Adjustments are made by our staff.

Risk management

We ensure that we remain compliant with information security and privacy requirements. We do this in the following ways:

• We continuously work on algorithm maintenance. We keep security up to date so that we comply with legal and ethical standards.
• We comply with laws and regulations and seek visitors' consent.
• We never ask you to share personal data through GetFeedback.

In some campaigns or customer surveys, visitors sometimes share their name and phone number unsolicited. For example, with a request that we contact them. In exceptional cases, a UWV employee may judge that this should be taken up by a particular department. In most cases, personal information is removed immediately to avoid possible privacy breaches.

Operations

Data

To determine which visitor gets a pop-up at what time to answer questions, several parameters can be used. The starting point is visitor behaviour. The parameters are:

• Which pages were visited by the visitor?
• How long has a visitor been on a page?
• Does the visitor close the page?
• With which device was the page visited?
• With which settings was the page visited?

GetFeedback collects the answers to the following questions:

• How satisfied are you with this website?
• What did you want to do on the website? Was it successful?
• What did you want to do on the website? How much effort did you put into it?
• What is your opinion of our website?

GetFeedback can also ask visitors questions on other topics. An example is what visitors think of a training course. People can also sign up to take part in a survey conducted outside GetFeedback at a later date.