Customer experience excellence: appreciation for engaged residents
At VanWonen, area development revolves around developing together, participation and long-term involvement. From the first drawing to long after the handover, we work on homes and living environments where people feel at home. The experiences of (future) residents are the ultimate measure of our success. That’s why we ask customers for feedback after each stage of the customer journey. Twice a year, we raffle off a dinner at a Michelin-starred restaurant as a thank-you to participants. We call it ‘Stars for Stars’. This autumn’s winners are Alexander Wilk and Jitske Frankena from Arnhem.
From existing houses to a new beginning
At the start of this year, Alexander and Jitske began a new chapter in the Tuyn district. Their house quickly became a warm haven for themselves, their new-born son, and their dog. Perched on the edge of Schuytgraaf next to the river plains, the neighbourhood breathes the peaceful atmosphere of the Dutch countryside. Nature and sustainability play a key role, with native plants, water-permeable driveways, sedum roofs and nesting facilities for birds and bats that enhance biodiversity.
“At first, we were mainly looking at existing houses,” Alexander says. “Then we stumbled upon this project by chance. The vibe and layout of the house and neighbourhood made us fall in love with it right away.”
“We jumped at the chance and registered during the pre-sale. And we were lucky, because the house we wanted was allocated to us. Later, we heard from other people in the neighbourhood that they had also registered for this house,” adds Jitske.
The location on the edge of the neighbourhood was the deciding factor for her. “When I take the dog for a walk, we are in no time among the meadows and waterways. And on the other side, you have a view of the hills across the Rhine. It feels open and green, yet you’re still so close to the city.”
Going the extra mile in the customer journey
Alexander and Jitske gave VanWonen’s guidance during the purchasing process an exceptionally high rating. In both customer satisfaction surveys, they awarded a perfect ten/ten score.
“The guidance and support were very pleasant,” says Alexander. “There were several viewing opportunities during construction and they were with us every step of the way. It built a foundation of total trust.”
Because they already lived in the neighbourhood, Alexander and Jitske regularly walked to the construction site to follow the progress. “We also received regular construction updates with photos via email,” says Jitske. “That was a great way to follow the process from a distance.”
Adjustments to the drawings were also quickly arranged, and during the first information meeting, they were able to see the materials and colours in person. This helped them to get a good idea of what the house would look like, according to the new residents.
The construction process went smoothly too. “We were told we would get the keys in the first quarter, but we got them in mid-February, which was a little earlier than expected,” says Jitske.
The VanWonen way of working
Customer engagement is the common thread in our way of working. That is why we ask customers about their experience after each phase of the customer journey: crowdsource, presale and sale, buyer’s choice, realisation phase, handover and aftercare.
“Stars for stars: that’s our approach. Customers rate us, and we show our appreciation for their feedback with a delicious dinner at a Michelin-starred restaurant,” says Miranda Venekamp-Brandt, VanWonen Director of Marketing, Sales & Rental Operations. “For us, customer engagement is an ongoing process. By listening carefully to our residents, we find out what’s on their minds, where we can improve and how we can exceed expectations. Our goal is to give residents a home that fully meets their needs and preferences. Their feedback helps us to improve our services in very concrete ways. We really appreciate that, so we like to give something back in return.”
For their participation in the customer satisfaction survey, Alexander and Jitske received a gift voucher for dinner at a Michelin-starred restaurant of their choice. Their advice to VanWonen for the future? Alexander doesn’t have to think long: “Just keep doing what you’re doing.”