Marieke Mentink, Deputy Director Dura Vermeer Bouw Hengelo
“NPS makes customer intimacy tangible”
From expert in fulfilment to extra value
“We saw a shift in focus within our market, from engineering and production towards added value and a customer orientation. Experts in fulfilment? There were enough of those. We wanted to distinguish ourselves by offering our customers extra value. That is why we chose a new strategy: customer intimacy.”
“We started by measuring the NPS (Net Promoter Score) in Customer Service after each submitted complaint with Focus Feedback, automated and in real time. Next, we involved the Home Buyers’ Advice department, with four measuring moments during the process of purchasing a home: immediately after the purchase based on the advice of the estate agent, at the start of construction based on discussions with our consultants, upon delivery of the new home and after.”
“We have a continuous insight into how customers think about us. Based on feelings? No, based on facts, on what customers actually say about the company.”
Faster action, more enthusiasm
“Because we monitor the NPS, we can take action and adapt more quickly. Customers are more satisfied and more enthusiastic. That is reflected in their feedback and reviews on home builders comparison sites. We also notice a difference with our collaborative partners. We measure the NPS per partner and link that back to them, which also improves customer satisfaction.”
Measuring and improving
“With NPS, we make customer intimacy tangible within the organisation. It helps us improve our processes. By measuring the NPS, everyone in the organisation has a continuous insight into how customers think about us. Based on feelings? No, based on facts, on what customers actually say about the company.”
Are you a promoter of Focus Feedback?
“Yes absolutely. Collecting feedback remains something that ‘comes with the job’ for many employees, but Focus Feedback is really easy to use and employees are enthusiastic with the insight it provides. Plus, with smart links to our standard administration system, processing is very fast.”
Dura Vermeer is an independent family business operating among top companies in the Dutch construction industry. Promoting brand values such as customer-oriented, reliable, bonding and inventive, they are active in the development, implementation, maintenance and engineering of projects in residential, commercial, industrial construction and infrastructure in the Netherlands. The company has national coverage with independent business units operating regionally. Dura Vermeer has existed for over 160 years.