Nuon - Customer comes first

Nuon Warmte wants to continuously improve its service. The fact that the needs and wishes of the customer are central to this sounds simpler than it is. Because how do you know exactly how a customer has experienced the service provided? According to Nuon Warmte by listening carefully.

After each breakdown and maintenance visit, customers receive a few short questions via the so-called 'Feeddex survey', which collects and analyzes customer responses. Result of this approach: more satisfied customers and fewer complaints.


Source: Nuon Heat

"Our goal is to help customers with reliable and sustainable heating and cooling solutions," says Jan van Twillert, Almere regional manager. He is also responsible for the Malfunction Reporting Point (SMP) and for the Feeddex customer response system. "If something does go wrong unexpectedly, we want to provide adequate and fast service, so that a customer is inconvenienced as little as possible. Our motto is not for nothing: 24/7 for climate and comfort."

According to Maarten Steinebach, manager Grid Construction & Operations Heat NL, you build the best customer relationship by really listening to a customer. "Our customers can evaluate all parts of our service: how was the first telephone contact experienced? How was the maintenance performed or the handling in case of a breakdown? This leads to points for improvement, but at least as often to compliments. In specific cases, the regional manager contacts a customer personally. It is great that through our strategy we see customer satisfaction increasing in Feeddex scores."

In Feeddex, customers can pass on compliments about Nuon Warmte's service in addition to points for improvement. Van Twillert: "We like to see that our customers are enthusiastic about our service: we always share the reactions with our technicians and from this week also via the narrow casting screens, visible to all Nuon employees. He continues: "With our 'Customer Award' we put colleagues involved in a special customer case or with a high score in Feeddex in the spotlight. Positive reactions from customers are enormously motivating and really make our work worthwhile."