{"id":1412,"date":"2019-08-21T12:07:49","date_gmt":"2019-08-21T12:07:49","guid":{"rendered":"https:\/\/www.focusfeedback.nl\/nps-maakt-customer-intimacy-tastbaar\/"},"modified":"2024-06-10T09:37:50","modified_gmt":"2024-06-10T09:37:50","slug":"nps-makes-customer-intimacy-tangible","status":"publish","type":"post","link":"https:\/\/www.focusfeedback.nl\/en\/nps-makes-customer-intimacy-tangible\/","title":{"rendered":"NPS makes customer intimacy tangible"},"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;cfx-13&#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_1718012503141{margin-top: 0px !important;padding-top: 0px !important;}&#8221;][vc_column]<style>#breadcrumb-6af659cb9beaa li::after { content: \"\u00bb\" }<\/style><ol class=\"wwp-vc-breadcrumbs \" id=\"breadcrumb-6af659cb9beaa\"><li class=\"visited\"><a href=\"\/\">Home<\/a><\/li><li class=\"current\"><span>NPS makes customer intimacy tangible<\/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_1704963269370{padding-bottom: 20px !important;}&#8221;]<span style=\"color: #40b2d9;\">Marieke Mentink, Deputy Director Dura Vermeer Bouw Hengelo<\/span><\/p>\n<h1>\u201cNPS makes customer intimacy tangible\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_1704963984617{padding-bottom: 20px !important;}&#8221;][vc_column_text]<strong>From expert in fulfilment to extra value<\/strong><br \/>\n\u201cWe 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.\u201d<\/p>\n<p><strong>Measuring NPS\u00a0<\/strong><br \/>\n\u201cWe 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\u2019 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.\u201d<\/p>\n<p>\u201cWe 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.\u201d<\/p>\n<p><strong>Faster action, more enthusiasm<\/strong><strong><br \/>\n<\/strong>\u201cBecause 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.\u201d<\/p>\n<p><strong>Measuring and improving<\/strong><br \/>\n\u201cWith 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.\u201d<\/p>\n<p><strong>Are you a promoter of Focus Feedback?<\/strong><br \/>\n\u201cYes absolutely. Collecting feedback remains something that &#8216;comes with the job\u2019 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.\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\u00a0<\/strong>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.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/6&#8243;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Marieke Mentink, Deputy Director at Dura Vermeer Bouw Hengelo: &#8220;NPS Makes Customer Intimacy Tangible&#8221; From Expert Execution to Additional Value.<\/p>\n","protected":false},"author":2,"featured_media":699,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[22],"tags":[],"class_list":["post-1412","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-story"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>NPS makes customer intimacy tangible - Focus Feedback<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.focusfeedback.nl\/en\/nps-makes-customer-intimacy-tangible\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"NPS makes customer intimacy tangible - 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