What is the state of customer loyalty in B2B? Are there differences between sectors? And how can you contribute to the optimal customer and cooperation experience? A dive into the figures.
Customer loyalty in the Dutch B2B sector is stagnating, with an average NPS of +15. This is evident from the recent NPS benchmark report 'Customer experience in the Netherlands 2023' by Integron. Since 2016, this 'customer enthusiasm indicator' has actually shown an upward trend: from an average of +7 to +16 in the past year. In practice, even the email industry list optometry slight decrease means fewer promoters who recommend customers to others and more customers who switch to competitors. As a result, organizations often lose turnover and profit.
Decline in NPS score, Customer experience in the Netherlands 2023 from Integron.
The average customer satisfaction is 7.9. This is the same as last year.
Differences between industries
As in previous years, the report shows differences between the sectors. The industry is still the leader. With 46% of promoters and the fewest detractors (14%), this sector scores an average NPS of +32. Wholesale also does well when it comes to recommendations by customers with an NPS of +28 compared to other sectors. However, this has decreased slightly compared to last year. Partly due to the lead times of delivery and (the lack of) communication about this.