Customer loyalty in the Dutch B2B sector is stagnating, with an average NPS of +15. This is evident from the recent NPS benchmark report ‘Customer experience in the Netherlands 2023’ by Integron. Since 2016, this ‘customer enthusiasm indicator’ has actually shown an upward trend: from an average of +7 to +16 in the past year. In practice, even the slight decrease means fewer promoters who recommend customers to others and more customers who switch to competitors. As a result, organizations often lose turnover and profit.
Decline in NPS score, Customer experience in the Netherlands 2023 from Integron.
The average customer satisfaction is 7.9. This is the same as last year.
Differences between industries
As in previous years, the report shows differences between the sectors. The industry is still the leader. With 46% of promoters and the fewest detractors (14%), this sector scores an average NPS of +32. Wholesale also does well when it comes to recommendations by customers with an NPS of +28 compared to other sectors. However, this has decreased slightly compared to last year. Partly due to the lead times of delivery and (the lack of) communication about this.
Also read: What is the link between NPS, growth & better business results?
Waste service providers have been climbing steadily for years, but on average still have to make do with a negative NPS (-1). This makes it the only sector with an NPS below zero. Just above the national average are the transport sector and the facility sectors. The corona situation has given digitalization a new name and this has had an immense effect on these sectors. The facility sector in particular has a challenge to keep the customer experience at a high level due to the change to hybrid and more circular working. Furthermore, maldives email list 53359 contact leads complaint handling remains a point of attention in all sectors.
Rising costs and critical customers
Companies in various sectors are facing anchor text: what it is and why it’s important challenges. Such as the war in Ukraine, sanctions against Russia and rising energy and raw material prices. These factors affect product delivery and service provision. As a result, customers are more critical of the value delivered and are holding companies to account more harshly on the theme of ‘value for money’.
Create value and invest in customer and aob directory employee experience
To retain and delight customers, it is important to emphasize the added value of your organization. This means investing in both your customers and your employees. To help you get started, here are some tips:
Work on improving your Net Promoter Score (NPS) and make it part of your organizational strategy and culture. An increase of +10 can lead to 10-15% fewer customers switching to competitors and 3% more business within the total customer base. In addition, you save on marketing costs. Your enthusiastic customers make new customers.
Analyze your customer journey to understand where your customers are struggling and what you can do to improve their experience.
Really get to know your customers and be proactive in offering solutions that meet their needs
Remember: customer experience should be a way of working. By investing in customer and employee satisfaction, you can not only retain your customers, but also attract new customers and grow your business.
About the research
The NPS benchmark report ‘Customer experience in the Netherlands 2023’ is based on more than 200 customer surveys conducted by research and consultancy firm Integron in 9 sectors, namely: construction and installation, transport and