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Winners of customer performance awards: IKEA best, UPC at the bottom

19 January 2010

The new scientific norm for customer performance of service providers was developed by The Customer Insights Center of the FEB, MIcompany and MetrixLab. On 19 January, the winners were announced. IKEA and Bol.com are at the top of the list, while UPC and former DSB are at the bottom of the ranking.

The index measured the customer performance of 80 of the Netherlands’ largest service providers and is based on the opinion of customers. It is called DCPI: Dutch Customer Performance Index. The 80 indexed companies represent seven sectors. The Customer Performance Awards were presented to the companies with the highest DCPI per sector and for the entire Netherlands.

Top 3 per sector

Finance

Energy

Retail

Supermarkets

Transport

Telecommunication

Travel 

1

Univé

Shell Ikea Dirk/Bas/Digros NS Vodafone Thomas Cook
2

Rabobank

Delta Bol.com Albert Heijn KLM-AirFrance Hi Holland International
3

Interpolis

Bp Hema Lidl MartinAir T-Mobile Landal Greenparks

 

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:

-the value delivered to the customer (V2C: value to customer)

-the future value of the customer for the company (V2F: value to firm)

The first DCPI measurement has taken place among more than four thousand Dutch consumers.

More (in Dutch)


Illustrations:

Top 20
Top 20
Bottom 5
Bottom 5
Last modified:31 January 2018 11.54 a.m.
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