{"id":1407,"date":"2019-08-21T11:51:34","date_gmt":"2019-08-21T11:51:34","guid":{"rendered":"https:\/\/www.focusfeedback.nl\/nps-verankerd-in-beleid\/"},"modified":"2024-06-10T09:40:10","modified_gmt":"2024-06-10T09:40:10","slug":"nps-embedded-in-policy","status":"publish","type":"post","link":"https:\/\/www.focusfeedback.nl\/en\/nps-embedded-in-policy\/","title":{"rendered":"NPS embedded in policy"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221; content_placement=&#8221;top&#8221; css=&#8221;.vc_custom_1566292461083{margin-top: 0px !important;margin-bottom: -40px !important;border-top-width: 0px !important;border-bottom-width: 0px !important;padding-top: -30px !important;padding-bottom: 0px !important;}&#8221;][vc_column css=&#8221;.vc_custom_1563865751175{margin-top: 0px !important;border-top-width: 0px !important;padding-top: 0px !important;}&#8221;][rev_slider alias=&#8221;story-tussentijdse-feedback-helpt-heembouw-1-1&#8243;][vc_single_image image=&#8221;85&#8243; img_size=&#8221;full&#8221; css=&#8221;.vc_custom_1564473378786{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;][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1718012642866{margin-top: 0px !important;padding-top: 0px !important;}&#8221;][vc_column]<style>#breadcrumb-6ab1b0f3db38e li::after { content: \"\u00bb\" }<\/style><ol class=\"wwp-vc-breadcrumbs \" id=\"breadcrumb-6ab1b0f3db38e\"><li class=\"visited\"><a href=\"\/\">Home<\/a><\/li><li class=\"current\"><span>NPS embedded in policy<\/span><\/li><\/ol>[\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221; css=&#8221;.vc_custom_1564472224855{margin-top: 30px !important;background-image: url(http:\/\/www.focusfeedback.nl\/wp-content\/uploads\/2019\/07\/FocusFeedback_Background4.png?id=309) !important;background-position: 0 0 !important;background-repeat: no-repeat !important;}&#8221;][vc_column width=&#8221;5\/6&#8243;][vc_column_text css=&#8221;.vc_custom_1704963334199{padding-bottom: 20px !important;}&#8221;]<span style=\"color: #40b2d9;\">Suzanne Taal, Buyer Advisor Dura Vermeer Bouw Zuid West<\/span><\/p>\n<h1>\u201cNPS embedded in our policy\u201d<\/h1>\n<p>[\/vc_column_text][vc_separator color=&#8221;custom&#8221; align=&#8221;align_left&#8221; el_width=&#8221;10&#8243; accent_color=&#8221;#000000&#8243; css=&#8221;.vc_custom_1704964136251{padding-bottom: 20px !important;}&#8221;][vc_column_text]\u201cIt is very nice to experience that we can really improve processes through good listening. A high NPS score is fine, but it is even more inspiring to set up actions for improvement to ensure an even higher score in the next survey.\u201d<\/p>\n<p><strong>Policy<\/strong><br \/>\n\u201cCustomer satisfaction is firmly embedded in our company policy. It is not only something for the home buyer consultant, but also for the estimator, the foreman, the managing director.<br \/>\nWhat it means concretely? NPS is a weekly agenda item for project team meetings and management. Of course, we look at the NPS score itself, but more importantly it\u2019s a way to monitor what customers really say about us and how we can improve our organisation.\u201d<\/p>\n<p><strong>Response to feedback<\/strong><br \/>\n\u201cWhen customers buy a new home, we make NPS measurements after the purchase, the sales consult, construction and delivery. Three short questions at four important moments, which help us respond more rapidly to the needs of our customers. Does the feedback from a customer require an action? Then we can respond immediately to inform our customers. This way, people feel heard and their feedback taken seriously.\u201d<\/p>\n<p>\u201cOf course, we look at the NPS score itself, but more importantly it\u2019s a way to monitor what customers really say about us and how we can improve our organisation.\u201d<\/p>\n<p><strong>Result<\/strong><br \/>\n\u201cWe see that customer satisfaction is consistently growing and our reputation is getting stronger. &#8220;If Dura Vermeer builds it, then it will be fine.&#8221; That is what our customers say about us. And internally? Enthusiasm is also growing within our company. Everyone can address points for improvement. That generates motivation. And besides, one never gets too many compliments!\u201d<\/p>\n<p><strong>Are you a promoter of Focus Feedback?<\/strong><strong><br \/>\n<\/strong>\u201cCertainly. The system is very flexible; what we ask is usually directly applicable. For example with the classification of feedback, we can analyse reactions from all our locations as big data. But I am also a fan of the organisation itself and enjoyed participating in their NPS Inspiration Day for the construction industry. I find it really valuable that Focus Feedback gives trade colleagues the opportunity to share experiences in this way.\u201d[\/vc_column_text][vc_btn title=&#8221;Questions? Contact us&#8221; style=&#8221;gradient-custom&#8221; gradient_custom_color_1=&#8221;#41b2d9&#8243; gradient_custom_color_2=&#8221;#41b2d9&#8243; shape=&#8221;square&#8221; i_align=&#8221;right&#8221; i_icon_fontawesome=&#8221;fa fa-caret-right&#8221; add_icon=&#8221;true&#8221; link=&#8221;url:http%3A%2F%2Fwww.focusfeedback.nl%2Fcontact%2F|title:Contact||&#8221;][vc_column_text]<strong>Dura Vermeer Bouw Zuid West<\/strong>\u00a0is 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.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/6&#8243;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Customer satisfaction is firmly embedded in the company policy at Dura Vermeer. 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