“NPS embedded in policy”

Suzanne Taal, Home Buyer Consultant Dura Vermeer Bouw Zuid West

“It 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.”

Policy
“Customer 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.
What 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’s a way to monitor what customers really say about us and how we can improve our organisation.”

Response to feedback
“When 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.”                                                                                                                                                               

“Of course, we look at the NPS score itself, but more importantly it’s a way to monitor what customers really say about us and how we can improve our organisation.”

 Dura Vermeer - Project Pontsteiger Houthavens Amsterdam

Result
“We see that customer satisfaction is consistently growing and our reputation is getting stronger. "If Dura Vermeer builds it, then it will be fine." 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!”

Are you a promoter of Focus Feedback?
“Certainly. 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.”

Dura Vermeer Bouw Zuid West
Dura Vermeer Bouw Zuid West 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. 

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Read more about the case of BSH Home Appliances Group: “Enthusiasm as KPI” by Izaac van Kralingen, Global NPS Officer 

 

Suzanne Taal, Home Buyer Consultant Dura Vermeer Bouw Zuid West

Dura Vermeer Bouw Zuid West 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.

Dura Vermeer Bouw Zuid West

www.duravermeer.nl