This study assesses 76 leading Dutch companies’ digital maturity across four dimensions: digital marketing, digital product experience, e-commerce, and e-CRM. On this web page you can easily access the study highlights and download the PDF.
Digital Leaders in Netherlands 2021 assesses companies’ maturity in digital customer interaction over 4 dimensions and how well they serve their customers through digital channels.
Digital Leaders in the Netherlands 2021 assesses companies’ maturity in digital customer interaction and how well they serve their customers through digital channels
Find detailed study findings by industry below - how they perform by digital dimension, compared to prior years, and it also shows the digital leading companies by industry. Just click on the specific industry bar below to learn more.
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Retail – Electronics
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3.7
Retail – Electronics
Like last year, the retail electronics industry ranked highest in overall grade and therefore showed highest digital maturity. It even improved its grade significantly compared to last year. This industry is a clear winner since it outperformed the other industries across almost all dimensions. It… View info |
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Retail – Fashion
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3.3
Retail – Fashion
The retail fashion industry is the runner-up in terms of digital maturity with a good grade. It even managed to improve its performance, despite already achieving a good grade last year (2020: 3.0). Retail fashion performed best in terms of digital product experience, whereas it scored lowest on… View info |
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Retail - Interior/Department Stores
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3.2
Retail - Interior/Department Stores
Retail – interior/department stores came in third in this year’s study, receiving a good grade and establishing above average digital maturity. It performed above average on all dimensions and did especially well in e-commerce. Room for improvement lies with digital marketing. View info |
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Passenger transportation
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3.1
Passenger transportation
Coming in fourth in this year’s ranking, the passenger transportation industry received a good grade in terms of overall maturity. It performed well in digital product experience and even performed second-best of all industries in e-CRM. An area of improvement is e-commerce, where purchase… View info |
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Telecom
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3.1
Telecom
The telecom industry showed a good level of digital maturity. Telecom achieved high grades across all four dimensions and even ranked runner-up in the digital marketing dimension. In terms of e-CRM, there is still some potential for improvement regarding customership and personalization. View info |
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Retail - Outdoor/sports
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3.1
Retail - Outdoor/sports
Retail – outdoor/sports scored above average, coming in sixth in ranking this year. Its grade even increased compared to last year. Compared to other industries, it performed well across all dimensions and scores above average on e-commerce. View info |
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Banking
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3.0
Banking
With a good overall grade, the banking industry improved its performance as compared to last year. Large discrepancies in performance exist across dimensions, with a high grade in digital product experience and a poor grade in e-CRM. Efforts for improvement should be directed toward the e-CRM… View info |
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Food Retail
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2.9
Food Retail
With a sufficient grade, food retail came in eighth in the ranking of this year’s study. Picnic was newly added to the industry, its low grade being explained by its well-considered different digital strategy. Nevertheless, the industry managed to increase its performance slightly. Overall, this… View info |
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Drug Store/Pharma
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2.8
Drug Store/Pharma
Drug store/pharma was newly added to the study this year and received a sufficient grade in digital maturity. Above average grades are achieved in e-commerce and e-CRM. The industry performed poorly in digital marketing where opportunities lie with search engine marketing and optimizing social… View info |
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Postal
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2.8
Postal
By achieving an overall sufficient grade, the postal industry significantly increased its performance as compared to last year. Its increase in digital marketing is most remarkable. Further room for improvement lies with digital product experience and e-commerce. View info |
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Insurance
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2.7
Insurance
Insurance came in eleventh in this year’s ranking, achieving a sufficient grade. What is remarkable about this industry is that its grades highly differ across dimensions, with an above average performance in e-commerce and a poor performance in digital marketing. We observed room for improvement… View info |
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Consumer Goods
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2.6
Consumer Goods
The consumer goods industry achieved a sufficient overall grade, which slightly increased as compared to last year. It performed well in e-commerce and digital product experience, but their digital marketing and e-CRM practices could clearly improve. View info |
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Energy
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2.6
Energy
With an overall sufficient grade, the energy industry performed sufficiently in terms of digital maturity. Energy received the same grade as last year, but we observed significant improvement in e-CRM this year. It received a good grade in digital product experience, but further potential for… View info |
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Media
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2.5
Media
Media ranked in the bottom-three of all industries, receiving a sufficient grade. Its performance across dimensions was somewhat similar, the highest grade being achieved in digital marketing and the lowest grade in e-commerce. View info |
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Technology & Manufacturing
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2.4
Technology & Manufacturing
Technology & manufacturing ranked lowest this year in terms of overall digital maturity. However, it came in closely behind the media industry, and it significantly increased its grade as compared to last year. It increased its grades across all dimensions, but this is explained by adding Philips… View info |
This section offers detailed information about the researched company's digital maturity by dimension. Click on the dimension tabs below to learn more. Percentages indicate the share of companies that are utilizing the listed digital criteria as part of their digital customer experience.
Dutch companies managed to become more digitally mature since last year and are performing more consistently across all dimensions. Find out who the top 10 digital leaders are below.
With an overall grade of 2.9, Dutch companies managed to improve their performance in digital maturity since 2020. We observed that companies enhanced their digital performance, implying that they do not cease their efforts when having achieved a sufficient grade.
For many years now, BearingPoint has been assessing companies on their digital maturity in BearingPoint’s Digital Leaders Study. The study is conducted yearly in multiple European countries in parallel and evaluates prominent companies from various industries along four comprehensive dimensions of digital maturity. As in previous years, we have acquired interesting insights that add to our understanding of long-term digital trends, leading digital companies and their best practices, and areas of improvement.
BearingPoint has been researching the digital maturity of companies in Europe for many years in a row. Conducting the Digital Leaders Study (DLS) in multiple European countries has enabled us to identify long-term trends and compare various sectors. We have repeated the research in the Netherlands using the same approach and categories to compare our results nationally and with other countries.
Our 2017 Retail Report has found that traditional retail operating models are slowly disappearing. Where the power once lay firmly in the hands of the retailer, the consumer is now the driving force in the relationship. This shift of power, combined with an ever-changing social, demographic, economic and technological landscape, is forcing retailers to get closer to their customers than ever before.
Rather than owning an asset, behaviour has shifted towards more convenient rental agreements, available on-demand and with less commitment. The sharing or ‘peer-to-peer’ economy enables people to rent assets owned by another individual.
