At TVH, customer centricity is more than a concept; it unites our entire organisation. Every department ensures an outstanding customer experience, from sales and support to logistics and beyond. This article explains how we capture and translate our customers' impressions into meaningful actions.
Capturing Customer Feedback
“We love happy customers,” states Eefje Battel (Global VOC Lead), “and to truly understand how our customers really feel, we conduct regular surveys. Their feedback gives us valuable insights into what we’re doing well and where we can improve at TVH.”
To capture these opportunities, TVH’s Customer Experience Team established the Voice Of The Customer (VOC) programme. Alongside the relationship survey, TVH also uses touchpoint surveys - short questionnaires sent at key moments like after a first contact, a delivery, or a claim. These help us fine-tune specific customer interactions. And of course, taking input from our sales team is something we do on a daily basis.
“We don’t want to pat ourselves on the back too much,” Eefje says with a beaming smile, “but we receive great feedback on our reliability, delivery process, webshop, and helpful employees.”
Net Promoter Score
A key metric of our VOC process is the Net Promoter Score (NPS), which measures customer satisfaction and loyalty. Once a year, we ask customers a simple yet powerful question: “How likely are you to recommend TVH to a friend or colleague?” Their responses generate an NPS score between -100 and +100. A score above 0 is positive, while anything above 50 signals strong customer enthusiasm. TVH currently holds an impressive NPS of 62 - an outstanding result!
“NPS isn’t just about the number,” Eefje explains. “By analysing all the feedback we receive, we aim to understand what it takes to earn a 9 or 10 and continuously improve.”
Turning Insights Into Impact
Conducting surveys is not just about collecting insights. It’s about using them to make real improvements. TVH uses customer feedback to make tangible changes that benefit both the business and the customer.
“Our Customer Experience Team analyses the data and selects priorities,” explains Eefje. “These priorities translate into actions that resonate throughout the entire organisation. And to make sure our actions make the necessary impact, they are reported quarterly to the Global Management Team.”
A great example of this is the recent launch of our new e-commerce platforms. “This was a big shift, and customer feedback showed us that it was a significant adjustment for them as well,” Eefje says. “To support them through this transition, we introduced pop-up tutorials for new features. We also hosted webinars and set up a support centre with chat functionality for real-time assistance. These actions have made adoption easier and, most importantly, led to happier customers.”
TVH also guarantees a closed feedback loop. When a customer specifies during the survey that they want to be contacted about a specific topic, they will receive a call from us within just a few days.
“The customer comes first,” concludes Eefje. “And with that mindset we guarantee that each customer’s interaction with TVH gets better every day. Everyone in the company has a stake in customer satisfaction, regardless of their role. That’s what makes the customer and us truly unstoppable.”