Tailored Automated
360 Feedback Emails

We are proud to have developed a 360 feedback platform for Gatwick Airport, one of the busiest single-runway commercial airports in the world. As part of their customised system build, Lumus360 were asked to update the automated 360 feedback emails so they reflected Gatwick’s internal tone, language and brand and more accurately support their feedback journey.

We are proud to have developed a 360 feedback platform for Gatwick Airport, one of the busiest single-runway commercial airports in the world. As part of their customised system build, Lumus360 were asked to update the automated 360 feedback emails so they reflected Gatwick’s internal tone, language and brand and more accurately support their feedback journey.

Challenges & Requirements

Although Lumus360’s standard automated 360 feedback emails are considered best in class, Gatwick required a more tailored version that:

• Reflected the familiar language, tone and communication style used across the airport
• Aligned with earlier internal messaging about the upcoming 360 process
• Reinforced the professional intent and purpose of the feedback programme
• Matched existing branding standards so staff recognised the communications as internal and credible
• Included additional emails to support their unique user journeys
• Triggered messages at a specific time each day

Solution

Lumus360 worked closely with Gatwick’s HR and Communications teams to tailor every aspect of the automated 360 feedback email system. This included:

• Rewriting all email content to reflect Gatwick’s internal language and tone
• Applying full corporate branding, including logos, footers and font formatting
• Adding new emails to support their unique user journeys
• Adjusting sequencing, triggers and timing so emails were sent at set times each day
• Including attachments and supporting documents where additional guidance was needed
• Referencing earlier announcements to create a coherent narrative across the entire 360 degree email journey

This level of tailoring ensured the communication flow felt authentically “Gatwick” while still benefiting from the strength and automation of the Lumus360 platform.

Outcome:

The result was a fully customised, branded and coherent 360 feedback email flow that integrated seamlessly with Gatwick’s expectations. Staff received invitations, reminders and progress updates that felt familiar, trustworthy and aligned with the organisation’s established voice.

By improving clarity, consistency and relevance, the tailored automated 360 feedback emails strengthened engagement and helped employees feel more confident, informed and supported throughout the 360 degree appraisal process.