How PostFinance AG Achieved Secure, GDPR-Compliant
Surveys with Survalyzer

For PostFinance, a company deeply embedded in Switzerland’s financial sector, maintaining trust and meeting the highest standards of security and compliance have always been non-negotiable. As customer expectations evolved, PostFinance realized that its existing survey tools no longer met the company's requirements.

The introduction of the new Swiss Data Protection Act prompted PostFinance to reassess its market research and customer feedback processes. It wasn’t just a compliance exercise; it was an opportunity for the team to reassess how they approached market research and customer feedback. Their goal was clear: find a modern, GDPR-compliant survey tool that could handle the complexities of the financial industry while being user-friendly enough for seamless adoption across teams.

During the evaluation process, the challenges became increasingly apparent. The financial industry’s strict security requirements ruled out many popular survey tools, while others lacked the flexibility and features needed for a large-scale operation like PostFinance. They needed a platform capable of supporting diverse use cases—ranging from employee satisfaction surveys to anonymous customer feedback surveys—all while ensuring high response rates and actionable insights.

Adding to the complexity was the need for a solution that not only adhered to legal standards but also empowered PostFinance to innovate. The team envisioned a tool that could enhance their voice-of-the-customer initiatives, improve engagement through branded surveys, and streamline workflows for everything from day-to-day feedback collection to sophisticated market research projects.

This quest wasn’t just about adopting a new tool; it was about finding a partner that could evolve with PostFinance’s ambitions, offering reliability, security, and cutting-edge functionality. The stakes were high, and the pressure was on to make the right decision.

What we did:

• Anonymous feedback collection

• Flexible survey platform

• Branded survey experiences
  

Trigger for Change
The introduction of the new Swiss Data Protection Act prompted PostFinance to reevaluate their survey tools to ensure GDPR compliance and improve efficiency.

Key Requirements
PostFinance was looking for a survey platform that:

• Met strict GDPR and banking security requirements

• Supported branded surveys and customizable templates

• Enabled customer, employee, and NPS surveys

Evaluation Process
Led by Bernadette Ritler, Head of Market Research, the team assessed multiple market research tools, focusing on:

• Legal and security compliance.

• Ease of use and intuitive design.

• Advanced features for data visualization and reporting.

Choosing Survalyzer
Survalyzer stood out for its: - Hosting with a Swiss cloud provider for enhanced data protection. - User-friendly interface and detailed support resources. - Ability to handle GDPR-compliant surveys and deliver high response rates through intuitive workflows.

Implementation Journey
PostFinance began migrating their existing surveys to Survalyzer. - The team overcame initial challenges with “learning by doing” and support from Survalyzer’s help center. - Collaborative teamwork enabled a smooth transition and quick adoption of the new tool.

Result of the Journey
PostFinance now uses Survalyzer to streamline customer feedback management and improve market research insights, with plans to leverage Professional Analytics for even greater efficiency.