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Digital Leaders in The Netherlands in 2020

“Digital Leaders in Netherlands 2020” assesses companies’ maturity in digital customer interaction over 4 dimensions and how well they serve their customers through digital channels.

Industry report

The Digital Leaders Study shows that Dutch companies have improved their digital maturity over the years. Still, there are areas that need their attention so that they can keep up with customers’ high demands. Click on the industry bar below for more detailed industry study findings on how they perform by digital dimension, comparisons to prior year, and digital leading companies.

Electronics

3.46

Interior/Department stores

3.17

Fashion

3.02

Passenger Transportation

2.97

Telecom

2.96

Outdoor/Sports

2.81

Food Retail

2.80

Banking

2.72

Energy

2.63

Consumer Goods

2.41

Postal

2.25

Technology and Manufacturing

1.9
excellent
good
satisfactory
sufficient
poor
failed

Key findings

This section offers detailed information about the 60 companies’ digital maturity by dimension, showing performance by category and the top five digital leader companies. Click on the dimension tabs to learn more!

For the e-CRM dimension, companies receive a sufficient grade (2.1). E-CRM covers the efficient approaches of the companies to create and maintain relationships with customers Large gaps exist between companies and their scores, which show that companies should enable faster and more attentive e-CRM tools.

Category

Online customer profiles

50%

E-mail marketing

39%

Fast customer service

37%

Interactive FAQs

32%

Customer loyalty programs

21%

Netherlands top 5

  1. Hunkemöller 3.7

    Retail Fashion
  2. Transavia 3.5

    Passenger Transportation
  3. HEMA 3.5

    Retail Interior/Department Stores
  4. NS 3.4

    Passenger Transportation
  5. Miss Etam 3.4

    Retail Fashion

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