The Dutch Customer Experience Excellence Analysis 2019, a survey conducted by KPMG, has revealed that Van der Valk Hotels & Restaurants can call itself the number one in the Netherlands in terms of customer experience.
More than two hundred different brands in ten sectors were represented in the survey, which was conducted among more than 5,000 Dutch consumers. Van der Valk climbs up four places from last year’s survey and is the front-runner this year, followed by bol.com and Lush. Participating brands were evaluated on six different factors: personalization, integrity, expectation management, solution orientation, time & effort and empathy. Van der Valk achieved the highest score in five of the six factors.
Van der Valk continues to innovate and ensures that the guest is central to this. Van der Valk is a big proponent of customer-centric technologies such as offering digital vouchers (‘Digibon’), mobile payment and apps that allow guests to order food and drinks online. In addition to developments in technology, the human touch remains very important.
Consumers in the survey appreciate the hotel chain primarily for its sense of “true hospitality” and the extra effort employees take to exceed guest expectations time and time again.
The full study can be viewed here: https://home.kpmg/nl/nl/home/insights/2019/09/a-digital-walk-to-remember-cee-nl-2019.html?1259607
