Key Takeaways
A focused article about one invitation
This article is about a brief invitation from HollandZorg to share feedback on a recent contact, using a short customer satisfaction survey carried out by MarketResponse.
A four-minute request for insight
The text describes a simple request: take about four minutes to answer a questionnaire about a recent exchange, so that service can be improved and satisfaction can grow.
Separation between insurer and research firm
HollandZorg appears as the health insurer seeking feedback, while MarketResponse is presented as an independent market research company responsible for running the survey.
Professional standards in the background
MarketResponse is mentioned as a member of the Data & Insights Network, which signals that the work is meant to follow an industry code of conduct for research and statistics.
Clear guidance for questions and issues
Technical issues with the questionnaire are directed to a dedicated research email address, while questions about health insurance itself are pointed to HollandZorg’s own customer service.
Participation by choice, not pressure
The text underscores that participation is voluntary, pairing a “Share your feedback” button with an explicit option to skip taking part this time.
Story & Details
Setting the scene: after a recent exchange
The message begins by referring to a recent contact by email with HollandZorg. That opening line quietly anchors the whole piece: the organisation is not sending out a generic questionnaire, but responding to a specific, recent interaction. The feedback requested is clearly tied to that moment.
From there, the text moves quickly to purpose. HollandZorg explains that it continuously works to improve its services and explicitly connects this ambition to customer satisfaction. The survey is framed as one of the tools used to understand how people experience the service they receive.
The heart of the request: a four-minute questionnaire
At the core lies a simple proposal. Readers are invited to share their views by filling in a questionnaire that should take about four minutes to complete. The time estimate is important. It suggests a compact, focused set of questions rather than a long or intrusive form, making the request feel more manageable and respectful of the reader’s day.
A clearly signposted call to action encourages people to “Share your feedback.” This element functions as the entry point into the survey, turning a general appeal into a practical next step that is easy to follow.
Roles and responsibilities: who does what
A key feature of the text is the way it separates roles. HollandZorg is the insurer whose service is being evaluated, but the research itself is carried out by MarketResponse. MarketResponse is presented as an independent market research company, which reassures readers that their answers are being handled by a specialist third party rather than by the insurer alone.
The message notes that MarketResponse is a member of the Data & Insights Network, a professional association that issues a code of conduct for research and statistics. By mentioning this membership, the invitation hints at the existence of shared professional standards on topics such as data handling, privacy and transparency, without going into technical details.
Help, support and the right channels
The text is careful about directing questions to the right place. Anyone who encounters technical problems while completing the questionnaire, or who has questions about the survey itself, is asked to contact MarketResponse directly using the institutional email address listed in the text.
Questions about health insurance, however, are not supposed to go to the research firm. Instead, the message instructs readers to contact HollandZorg’s own customer service. This preserves a clear distinction between research support and policy support and reduces the risk that someone will send personal insurance questions to the wrong organisation.
A gentle closing and an explicit opt-out
The tone in the closing lines remains low-key and appreciative. HollandZorg expresses the hope that readers will share their feedback and thanks them for any participation. Immediately alongside this, there is a short sentence offering an alternative: those who would rather not take part “this time” can simply choose to skip.
That small detail matters. It underlines that the survey is an invitation, not an obligation. Readers are given both a path to participate and a path to decline, with no suggestion that saying no carries any consequence. The end result is a piece of communication that invites, explains and reassures, while allowing people to decide freely whether they want to spend those four minutes.
Conclusions
A modest gesture with a clear structure
Taken as a whole, the text offers a neat example of how an insurer can ask for feedback without overwhelming its audience. The request is small, time-bounded and clearly connected to a specific interaction. The work is entrusted to a specialist research firm, and a reference to a professional association suggests that recognised standards are in play.
Respect for time, choice and boundaries
Equally important is the respect shown for the reader’s time and autonomy. The four-minute estimate makes the commitment concrete, the separate channels for technical and insurance questions keep responsibilities clean, and the explicit opt-out line acknowledges that feedback is voluntary. In an era when surveys can feel constant and intrusive, this quiet clarity stands out. It leaves the reader with a sense that their voice is welcome, but that the final decision to speak up is entirely their own.
Sources
HollandZorg customer service and contact overview for private health insurance customers, including published phone numbers and online contact options:
https://www.hollandzorg.com/nl/particulier/klantenservice
HollandZorg contact page describing ways to get in touch with customer service, including telephone details and an online form:
https://www.hollandzorg.com/nl/particulier/klantenservice/contact
HollandZorg contact form page offering a route for questions and indicating service hours and language support:
https://www.hollandzorg.com/nl/particulier/klantenservice/contact/contactformulier
MarketResponse main site presenting the company as a data and insights agency focused on improving customer relationships and satisfaction:
https://marketresponse.nl/
MarketResponse Group English-language overview of insights-driven marketing and customer experience services:
https://marketresponsegroup.com/
Data & Insights Network page referencing the 2023 code of conduct for statistical research:
https://datainsightsnetwork.nl/advies-en-tools/gedragscode-2023/
Example explanation of a customer satisfaction survey from a public environmental agency channel on YouTube, illustrating how a public body invites and guides people to fill in a customer satisfaction survey:
https://www.youtube.com/watch?v=e4WZ24VfR0Y
Appendix
Customer satisfaction programme
An ongoing effort by an organisation to measure and improve how satisfied people are with its services, typically using repeated surveys tied to real interactions and using the results to refine processes, communication and support.
Customer satisfaction survey
A structured set of questions designed to capture how people experienced a service, often asking them to rate aspects such as clarity, friendliness, speed and overall satisfaction, and sometimes leaving room for open comments.
Data & Insights Network
A professional association in the Dutch research and data field that issues a code of conduct and related guidance for organisations conducting statistical and market research, including expectations around privacy, data security and transparent communication.
HollandZorg
A Dutch health insurer that offers health insurance products and provides customer support through published phone numbers, forms and other contact channels for people who have questions or need help with their coverage.
Independent market research company
A research organisation that operates separately from the client whose services are being evaluated and is hired to design, conduct and analyse surveys so that feedback is collected and interpreted with professional distance.
MarketResponse
A data and insights agency that helps organisations understand customers and other stakeholders by gathering and analysing opinions and experiences, including through customer satisfaction and customer experience research.
Opt-out link
A short, clearly worded line in a message that gives people the option to decline an invitation with a single click, in this context allowing readers to skip participation in the survey “this time” without explanation.
Research contact address
An email address provided specifically for survey-related questions or technical problems, used to ensure that people taking part in a study know exactly where to turn if something is unclear or does not work as expected.
My Diary - Leonardo Cardillo 