{"id":2511,"date":"2020-08-20T12:23:47","date_gmt":"2020-08-20T12:23:47","guid":{"rendered":"https:\/\/www.focusfeedback.nl\/?page_id=2511"},"modified":"2026-10-05T09:16:57","modified_gmt":"2026-10-05T09:16:57","slug":"history","status":"publish","type":"page","link":"https:\/\/www.focusfeedback.nl\/en\/history\/","title":{"rendered":"History"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221; css=&#8221;.vc_custom_1791191827229{margin-top: 0px !important;margin-bottom: 10px !important;border-top-width: 0px !important;border-bottom-width: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;background-image: url(https:\/\/www.focusfeedback.nl\/wp-content\/uploads\/2025\/03\/0.-Home.png?id=5587) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221; min_height=&#8221;400&#8243;][vc_column css=&#8221;.vc_custom_1563865751175{margin-top: 0px !important;border-top-width: 0px !important;padding-top: 0px !important;}&#8221;][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221;][vc_column][vc_single_image image=&#8221;1847&#8243; img_size=&#8221;full&#8221; css=&#8221;&#8221;][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1705302846690{margin-top: 0px !important;margin-bottom: 0px !important;border-top-width: 0px !important;border-bottom-width: 0px !important;padding-top: 20px !important;padding-bottom: 0px !important;}&#8221;][vc_column css=&#8221;.vc_custom_1566370069374{margin-top: 0px !important;margin-bottom: 0px !important;border-top-width: 0px !important;border-bottom-width: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;]<style>#breadcrumb-6af657db22416 li::after { content: \"\u00bb\" }<\/style><ol class=\"wwp-vc-breadcrumbs \" id=\"breadcrumb-6af657db22416\"><li class=\"visited\"><a href=\"\/\">Home<\/a><\/li><li class=\"current\"><span>History<\/span><\/li><\/ol>[\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221; css=&#8221;.vc_custom_1567544433714{margin-top: 15px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;background-position: 0 0 !important;background-repeat: no-repeat !important;}&#8221;][vc_column width=&#8221;2\/3&#8243; css=&#8221;.vc_custom_1566370147989{margin-top: 0px !important;padding-top: 0px !important;}&#8221;][vc_column_text css=&#8221;.vc_custom_1791191629706{margin-bottom: 0px !important;border-bottom-width: 0px !important;padding-bottom: 0px !important;}&#8221;]<\/p>\n<h1>The history of Focus Feedback<\/h1>\n<p>&#8216;If you go out of your way to make guests happy, they come back.&#8217; Dave and Mary Wurms learned that lesson early on in the international hotel industry. It still holds true for every organisation.<\/p>\n<h2>It started with handwriting<\/h2>\n<p>After various roles around the world, Dave and Mary ended up in the hotel industry in Luxembourg, where Dave kept track of the guest reviews. A striking number of glowing review cards turned out to be written in the same handwriting. And the team? They only heard something when a guest was unhappy. Dave and Mary felt this could be done more honestly. Their mission was born: making organisations better with honest input from their customers.<\/p>\n<h2>From complaints to feedback<\/h2>\n<p>In 2003, together with their colleague Jos, they founded Welcome Customer Care Solutions, a complaint management system. At an industry seminar in 2009, a guest speaker talked about the Net Promoter Score (NPS). And that changed everything. Instead of waiting for complaints, you continuously measure how enthusiastic your customers are. That way you hear straight away what is going well and what could be better. It gives a whole team energy. They changed course. In 2019, that way of working got its own name: Focus Feedback.<\/p>\n<h2>A new chapter with Miles Research<\/h2>\n<p>Since 1 September 2026, Focus Feedback has been part of Miles Research, a Dutch research agency with twenty years of experience in strategic research. Dave and Mary are passing the baton.<\/p>\n<p>Together we make each other stronger, and we refer customers to one another. Continuous feedback shows what is going on. Strategic research shows what to do about it. Spotted a trend in your feedback that you want to understand better, or facing a big decision? Then <a href=\"https:\/\/www.miles-research.com\/\">Miles Research<\/a> is only a small step away.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1564477563735{padding-top: 30px !important;background-color: #f7f7f7 !important;}&#8221;][vc_column][vc_column_text css=&#8221;.vc_custom_1724159722593{padding-right: 75px !important;padding-left: 75px !important;}&#8221;]<\/p>\n<h2 style=\"text-align: center;\">Worldwide focus<\/h2>\n<p style=\"text-align: center;\">We have a worldwide focus: we support international organisations in 58 countries. Together, we literally map out what employees and customers really think. For dedicated employees and enthusiastic customers all over the world.<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;988&#8243; img_size=&#8221;full&#8221; css=&#8221;.vc_custom_1567542923352{margin-bottom: 30px !important;border-bottom-width: 0px !important;padding-bottom: 0px !important;}&#8221;][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1565331245776{margin-top: 0px !important;}&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h4 class=\"title\">Facts &amp; Figures<\/h4>\n<div class=\"desc\">\n<p>The need for feedback is universal. So, we are committed to our customers worldwide: in 58 countries and on 6 continents. With just one goal: to make every customer an enthusiastic customer that recommends your company.<\/p>\n<\/div>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h4 class=\"title\">Our Focus<\/h4>\n<div class=\"desc\">\n<p>We don\u2019t just ask for feedback from your customers; we ask in a smart way, with the right questions at the right moment. We are convinced that clear interaction makes every organisation more customer-focused. Every day.<\/p>\n<\/div>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=&#8221;yes&#8221; css=&#8221;.vc_custom_1565331245776{margin-top: 0px !important;}&#8221;][vc_column][vc_btn title=&#8221;More focus on your customers? Request an informational meeting.&#8221; style=&#8221;gradient-custom&#8221; gradient_custom_color_1=&#8221;#41b2d9&#8243; gradient_custom_color_2=&#8221;#41b2d9&#8243; shape=&#8221;square&#8221; size=&#8221;lg&#8221; align=&#8221;left&#8221; link=&#8221;url:http%3A%2F%2Fwww.focusfeedback.nl%2Fcontact%2F|title:Contact||&#8221;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221; css=&#8221;.vc_custom_1791191827229{margin-top: 0px !important;margin-bottom: 10px !important;border-top-width: 0px !important;border-bottom-width: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;background-image: url(https:\/\/www.focusfeedback.nl\/wp-content\/uploads\/2025\/03\/0.-Home.png?id=5587) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221; min_height=&#8221;400&#8243;][vc_column css=&#8221;.vc_custom_1563865751175{margin-top: 0px<span class=\"excerpt-hellip\"> [\u2026]<\/span><\/p>\n","protected":false},"author":2,"featured_media":-1,"parent":0,"menu_order":3,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2511","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How it started | The History of Focus Feedback<\/title>\n<meta name=\"description\" content=\"Founded with a passion for customer satisfaction by Dave and Mary. 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