COVID-19 shows positive impact on customer experience in the Netherlands

The Netherlands scores íne bit better on customer experience every year. 67% of all organizations are in the three highest maturity stages of customer experience this year. In 2018, this was 57%. Want to find out how organizations in the Netherlands responded to customer experience during COVID-19? Read on quickly.

Almost half (46%) of all organizations in the Netherlands indicate that customer needs changed significantly last year as a result of the COVID-19 situation. Two-thirds of the organizations - by their own admission - responded well to these changing customer needs.

COVID-19 and the customer experience

At Blauw Research, we held our hearts during the COVID-19 situation. We were anxious to see if the increase in customer-driven mindset of organizations at the beginning of COVID would collapse during 2020. But that is clearly and thankfully not the case. In fact, the COVID-19 situation had a sustainably positive impact on customer experience in the Netherlands, the Customer Experience Benchmark 2021 shows. Customer centricity also increased among 51% of the organizations in 2021. In doing so, most organizations say the COVID-19 situation more often had a positive (43%) than negative (8%) impact on the customer experience.

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Online services not developed further because of COVID-19

Do your online services not yet respond well to customer needs? Then you may be lagging behind other Dutch organizations within your sector. Online services have become even more important to customers during COVID-19. Two-thirds of organizations report that their online services meet customer needs. But remarkably, while many organizations have started doing more online, this statistic has not improved from 2020. Only 17% are truly convinced they are serving customers well through their online channels. Thus, the proportion of well-scoring organizations has not improved from 2020.

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CX Benchmark Report

In 2021 Blauw will introduce the Customer Experience Benchmark for the first time. For no less than 11 sectors Blauw will offer an infographic with interesting and up-to-date insights into the most important elements of customer experience. Would you like to know how customer-driven your sector will be in 2021? Or more insights about the COVID-19 situation and customer experience in the Netherlands?

Download the report here