Our customers give us an 8
At VanWonen, customers and the journey they make with us are central. That is why we measure their experiences at regular intervals and adjust our further development trajectory accordingly. Our aim is customer experience excellence (the rating 9+) throughout the entire journey. We are well on our way: currently, in the 2nd quarter of 2022, our customers give us an average rating of 8 (‘good’). This score is the sum of all our projects and the phases already completed. We measure during the entire customer journey, from development to after the handover. So that we can use the input to improve our service instantly. The results give us insight into the steps we need to take to achieve an average score of 9+.
Phases in the customer journey
After each phase in the customer journey, we ask our customers about their experiences. That means after: crowdsourcing, presale and sale, buyer’s choice, realisation phase, handover, and aftercare. The execution of these phases is partly in our own hands, partly in the hands of our collaboration partners. Whoever does the execution, VanWonen always has the directive role and remains the point of contact for the customer. That is the VanWonen way of working. Our customers currently give us an average score of 8 (‘good’). A score we are proud of, even though we are not there yet.
Optimal customer experience
We strive for optimal customer experience throughout the entire customer journey. This is achieved by listening to the customer, helping find solutions, and by taking care of everything. This is how we create a journey full of positive experiences. We are there for our customers - from A to Z, and sometimes even further. We believe that attention for customers, their needs and experiences is what should determine the development process, not the other way around.
After each phase in the customer journey, we ask our customers about their experiences. In other words: not afterwards, but during the process. We use the results immediately to make things better. As a result, our customers experience that their input counts. Based on their feedback, we continue to improve as a professional organisation, throughout the entire journey we are on together. And we also keep our collaboration partners on their toes.
This concept - of developing together, participation, and lasting involvement - has been the foundation of our company since its establishment. Developing in consultation creates mutual trust. It is the basis for any long-lasting relationship. We add the themes of sustainability and health to it, turning houses into real homes for our customers. Now and in the future.