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: