Rabobank rated best by customers and DSB worst

The Customer Insights Center of the University of Groningen, MIcompany and MetrixLab are investigating customer opinions of major Dutch companies. Preliminary research results show that the Rabobank gets the highest score of all the major banks from its customersand DSB brings up the rear.

The current research is being conducted among more than four thousand Dutch consumers, who are asked to assess those companies they are themselves customers of. In this way, the customer satisfaction, customer performance, brand value, loyalty and realised customer value are charted for the eighty largest service provision companies in the Netherlands, in the financial, transport, retail, energy, telecommunications and travel sectors.

Unique research

This research is unique in the Netherlands because enterprises are being assessed on two key aspects from a customer perspective. Researcher Marnix Bügel: ‘first we measure the value that companies create for their customers. Then we measure the value that companies create for themselves. The latter is important because it guarantees the survival of the company. After all, a company that gives away all its products, i.e. provides the ultimate customer performance, and then goes bankrupt is not much use to its customers in the long run.’

Preliminary research into major banks