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New scientific norm for customer performance; which company will win the 'Customer Performance Award'?

11 January 2010

The Customer Insights Center (RUG), MIcompany and MetrixLab have developed an index for measuring the customer performance of 80 of the Netherlands’ largest service providers. This index, based on the opinion of customers, will be called DCPI: Dutch Customer Performance Index. The 80 indexed companies represent seven sectors. On 19 January 2010, the Customer Performance Awards will be presented to the companies with the highest DCPI per sector and for the entire Netherlands. The nominees for these awards have been announce last Friday.

DCPI is the first comprehensive and objective norm for customer performance in the Netherlands. The DCPI (Dutch Customer Performance Index) measures the customer performance of companies by two dimensions:

  1. the value delivered to the customer (V2C: value to customer)
  2. the future value of the customer for the company (V2F: value to firm)

The Nominees

The first DCPI measurement has taken place among more than four thousand Dutch consumers. The companies with the highest DCPI score per sector have been nominated for the Customer Performance Awards 2010, in alphabetical order by sector:

  • Energy: BP, Delta and Shell
  • Finance: Interpolis, Rabobank and Univé
  • Travel: Holland International, Landal Greenparks and Thomas Cook
  • Retail:, Hema and Ikea
  • Supermarkets: Albert Heijn, Dirk/Bas/Digros and Lidl
  • Telecommunication: Hi, T-Mobile and Vodafone
  • Transport: KLM/Air France, Martinair and NS

More.. (in Dutch)

Last modified:31 January 2018 11.54 a.m.

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