Answers to the most common questions about measuring customer satisfaction, people intelligence and data-driven leadership.
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Yes. ZEF continuously releases new features and improvements. Development happens in close collaboration with customers – feedback is collected directly from users and guides product development priorities. The most significant updates are communicated by email and within the application.
ZEF is a Finnish company and all data is processed within the EU in accordance with GDPR. Servers are located in Finland. ZEF has a written privacy policy, a data processing agreement (DPA) for customers and a security policy in accordance with ISO 27001 certification. Respondents' personal data is not shared with third parties.
ZEF offers 6 months of full-support onboarding, where each customer is assigned their own account manager. Onboarding is smooth and personalized: you receive a clear plan tailored to your needs, and communication is proactive throughout the process. Onboarding proceeds in four stages: 1) ZEF tool training – you learn how to build surveys and use the tool's features. 2) Personal onboarding meeting – we create a survey annual calendar for you. 3) Personal reporting training – you learn how to use reports in decision-making. 4) Ongoing support through sparring sessions throughout your customer relationship.
ZEF is suitable for organizations of all sizes. Small businesses benefit from ease of use and fast onboarding without an IT project. Large organizations value scalability, role-based access control, API integrations and the ability to measure customers, staff and stakeholders on the same platform.
Results appear in real time as soon as respondents answer the survey. The Esko AI agent automatically analyzes open feedback and highlights the most important themes and action suggestions without manual work. Typically, the first action suggestions are available within a few days of sending the survey.
Yes. ZEF offers a REST API and ready-made integrations with the most common CRM, HR and business systems. Feedback data can be imported and exported automatically to, for example, Salesforce, HubSpot, via Teams webhooks or directly to a database. In addition, the Zapier integration enables connections to hundreds of other applications.
People intelligence means understanding the real experiences, needs and motivations of customers and employees – not just tracking numbers. ZEF combines this understanding with business data so that management can see both what is happening, why it is happening, and which direction things are heading.
Regular survey tools collect responses and present them as a report. ZEF goes further: AI interviews automatically deepen responses, cross-analysis connects feedback to business metrics, and the system produces concrete action recommendations – not just numbers.
By combining NPS results and churn data, ZEF identifies at-risk customers before they consider leaving. Teams receive an automatic alert and a prioritized action plan – not just a report.
A traditional survey asks the same questions to everyone. ZEF's WhyFinder AI interview adapts to the respondent's answers and automatically asks clarifying follow-up questions. The result is deeper answers, a higher response rate and better understanding of the real root causes.
Yes. ZEF identifies the most satisfied customers (promoters) from feedback and automatically directs them to either leave a Google review or recommend you forward. This way the feedback process directly generates reputation and new sales opportunities.
NPS, or Net Promoter Score, is a measure of customer loyalty based on one question: 'How likely are you to recommend us to a friend or colleague on a scale of 0–10?' Respondents are divided into promoters (9–10), passives (7–8) and detractors (0–6). NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The score ranges from −100 to +100. Above 50 is considered excellent.
eNPS (Employee Net Promoter Score) measures employees' willingness to recommend their employer. The question is: 'How likely are you to recommend this company as a workplace?' A high eNPS correlates strongly with lower turnover, better productivity and a stronger employer brand. ZEF enables eNPS measurement as part of a broader employee survey.
People Intelligence is a systematic way of collecting, analyzing and using information about people – customers, employees and stakeholders – to support business decisions. It combines survey research, AI analysis and business data into one whole. The goal is not just data collection but understanding why people behave as they do and what that means for the organization's strategy.
Data-driven leadership means decision-making based on facts and measured information rather than mere intuition. In practice, it means that the organization's strategic choices – such as resourcing, development areas or customer strategy – are systematically based on collected feedback and analysis. ZEF makes data-driven leadership easy by automating data collection, analysis and reporting.
A customer satisfaction survey is a study that determines how well a company meets its customers' expectations. It can measure product or service quality, the smoothness of customer service, the purchase process or the overall customer experience. The most common metrics are NPS (Net Promoter Score), CSAT (Customer Satisfaction Score) and CES (Customer Effort Score). ZEF enables the use of all these metrics in the same tool.
Z-scoring is a method based on ZEF's scientific model that automatically identifies which factors have the greatest impact on customer or employee satisfaction. Instead of just looking at the lowest ratings, Z-scoring finds the factors that, when improved, produce the greatest benefit. This allows resources to be directed to the right development areas.