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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!

Dutch companies receive a sufficient but very close to a good grade on the e-commerce dimension (2.9). The digital maturity, therefore, is average. This dimension measures how well the platforms are designed and enable shopping online. The differences between the B2B and B2C companies are significant and show that for some there is room for improvement.

Category

Product availability

96%

Order online & return in store

70%

Live chat sales support

22%

Live chat uses chat bot

17%

Cross-/up-selling at check-out

14%

Netherlands top 5

  1. Jacobs Douwe Egberts 4.8

    Consumer Goods
  2. Heineken 4.6

    Consumer Goods
  3. ASML 4.5

    Technology and Manufacturing
  4. De Bijenkorf 4.1

    Retail Interior/Department Stores
  5. WE Fashion 3.8

    Retail Fashion

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