Customers

We aim to build long-term relationships with our customers, partners and suppliers. Since 2020, our strategic core companies have used the Net Promoter Score (NPS) to gather continuous feedback and track customer satisfaction.

Customer feedback by Net Promoter Score 2024

By 2024, the following companies had taken NPS measurements: Vebego Cleaning Services, Vebego Zorg Services, Vebego Facility Solutions, Alpheios, Vebego Groen, Vebego Facility Services, Vebego Service & Expertise. Vebego AG did not conduct an NPS measurement this year.

In 2024, the NPS was +41, a 6-point increase compared to 2023:

52% of all respondents are promoters and gave a score of 8, 9 or 10 when asked how likely they are to recommend Vebego to colleagues and/or business contacts.
Alpheios has consistently achieved the highest NPS in the Group for several consecutive years.
11% are detractors and gave a score of 0 to 5 on the recommendation question.

Strengths and areas for improvement

Looking at the feedback, we can conclude that customers are positive about our customer focus, responsiveness to customer needs and reliability. Customers identified several areas that could be improved, including communication, proactivity and complaint handling.

By involving operations more closely, we have seen quicker and more effective follow-up on individual feedback. In 2024, several companies focused on addressing feedback on strategic priorities through workshops and new initiatives. We also found that managing customer expectations is crucial to improving the overall experience. It is clear that operational staff should play a more active role in measuring NPS and following up on feedback, while customers should be informed more quickly about the actions taken in response. The companies are implementing these improvements while ensuring that they share best practices and work together on areas for improvement.

Response

In 2024, over 10,000 contacts were invited to provide feedback. The average response rate was 21% (excluding Vebego Service & Expertise, which only has internal customers), representing a 5% decrease from 2023. This is mainly due to lower response rates at Vebego Cleaning Services and Alpheios. However, all other companies saw an increase in response rates. We found that involving each company prior to the measurement had a positive effect, both in terms of the response rate and faster follow-up on received feedback.

Strengthening our brand and customer relationships

In 2024, we launched our first international brand campaign in the Netherlands, Germany and Switzerland. Led by Vebego Group, the campaign was designed as a shared foundation on which our local companies can build. This group-wide approach fits with our role as strategic architects and reinforces our shared brand identity.

The results confirm that we are on the right track. Brand awareness rose significantly in the Netherlands and Switzerland. In Germany, we maintained our position in a highly competitive market. In 2025, Belgium – now operating under the Vebego name – will join the campaign. This marks the next step in bringing our shared identity to life across all our countries.

Belgium

Three become one: Vebego Cleaning & Services

In Belgium, we successfully merged three companies in 2024 – Care, Vebego Airport Services and Cleaning Professionals – into one: Vebego Cleaning & Services. The rebranding required considerable effort, but operational performance remained strong throughout. Our colleagues continued to work closely with their customers. A good example is our partnership with Van Mossel, the Belgian branch of the automotive company. It played an important role in the successful rebranding of our commercial vehicles. Another is our long-standing partnership with Johnson & Johnson Innovative Medicine, a pharmaceutical company that operates to the highest professional standards. In this sector, the strictest standards – Good Manufacturing Practices – apply to the cleaning of clean rooms and laboratories.

New customers, old friends

Vebego Cleaning & Services' customers in Belgium also include the Police Region of Antwerp and research institute VIB. VIB decided to return to Vebego after a year's absence as they were not happy with the switch to a competitor.

Germany

Expanding our technical services with Caverion and Termios

Vebego Facility Services Germany expanded its technical capabilities with the acquisition of Caverion’s office in Frankfurt am Main, bringing in both its customers and employees. We also entered into a new partnership with Termios. Our technical services will now handle the servicing and maintenance for Termios’ smart thermostats in thousands of homes, which deliver energy savings of up to 30%.

A major new customer: CBRE

Our colleagues in Germany welcomed a major new customer in 2024: CBRE. CBRE is already a valued customer. The company has a global facility management contract with Ford. As part of our relationship, our cleaning services have now been contracted at two Ford sites in Cologne. Since 1 January 2025, 120 of our colleagues have been working at these sites.

Another highlight for Vebego Facility Services Germany in 2024 was the celebration of our 50th anniversary in November.

The Netherlands

Partnership with Rabobank

In the Netherlands, Vebego Facility Solutions has renewed and expanded its partnership with Rabobank. From now on, we will provide soft services to all Rabobank branches in the Netherlands, including the Central House. As Rabobank’s Integrated Facility Management (IFM) partner, we are responsible for waste management, gardening, cleaning, vending, catering and hospitality services. We have developed a customised service concept – One FM – which ensures consistent quality, efficiency and a strong focus on hospitality, contributing to an optimal experience for Rabobank employees and guests. To support this contract, we have welcomed 63 new colleagues. Through our partnership with Vebego Participatie, we are also working to increase employment opportunities for people (30% by 2030) who face barriers to employment.

New contract with Schiphol

Vebego and Schiphol will be working together again in the coming years. The new contract with the airport will take effect on 1 April 2025. It will run for at least eight years, with an option to extend for an additional two years. We highly value this type of long-term partnership and intend to apply this approach in other markets and countries. Cleaning Schiphol Plaza and the terminals enhances passengers' travel experience. The work is data-driven, allowing cleaning schedules to align with passenger flows and timetables. This guarantees an optimal passenger experience and a manageable workload and planning for employees.

Meetnet Toekomstbestendig Beheer (Future-proof management monitoring network)

With Meetnet Toekomstbestendig Beheer, Vebego Groen assesses whether specific management practices have a positive impact on climate and biodiversity. We compare new methods (such as applying leaf mulch, leaving leaves in place and mowing strategies) with traditional approaches. We monitor plantings at various locations in the Netherlands, measuring vitality, moisture and organic matter. To achieve this, we use soil sensors, geodata analysis and statistical modelling.

This results in more effective management at a lower cost, contributing to a greener, healthier public living environment. A method like Meetnet Toekomstbestendig Beheer did not exist before. The Dutch government supported the initiative with subsidies to help generate new knowledge and improve sustainability together.

FlexiClean: digital platform matches flexible supply and demand

We don’t think twice about ordering a meal online when we don’t feel like cooking or booking a massage when our back hurts. So why not order a cleaning service through an app as well? With this in mind, we launched the ‘FlexiClean’ pilot in 2024.

FlexiClean is a digital-first solution that enables companies to request an ad hoc cleaning service through a web app. All you have to do is log in, select the service you need and choose a date. Not in a hurry? Select 'within 48 hours' or 'within 72 hours'. The longer you can wait, the lower the cost. The service is handled by one of Vebego’s Flexers: flexible cleaners trained by us. They also use the app to indicate when and where they’re available to work. In this way, customer needs are matched with the availability of services. This is done digitally. Without contracts or long-term commitments, but always with guaranteed quality.

The pilot was so successful – there was an overload of assignments and Flexers – that we had to temporarily pause it to fine-tune the digital matching process. With that optimisation underway, we’re now ready to launch FlexiClean this year.

Ontzorg de zorg (Unburdening care)

The Ontzorg de zorg project, developed jointly by Vebego Zorgservice and Maasstad Hospital in Rotterdam, has been named a ‘frontrunner’ by the Dutch Ministry of Health, Welfare and Sport. This means it is recognised as one of the most promising solutions for labour market issues in the Dutch healthcare sector. Through this project, we’ve improved the division of tasks between care and cleaning professionals, helping to alleviate the workload of care professionals.

Speach: winner of the Finy Goedmakers Award

Speach, a digital AI tool that supports employees in their daily cleaning tasks, has won the 2024 Finy Goedmakers Award. The tool uses artificial intelligence to recognise and translate spoken words in almost any language. We will launch several pilot projects with Speach early in 2025 at large Dutch customers of Vebego, such as Rabobank, the Ministry of Defence, Picnic and at Vebego Participatie. Wastemover, last year's winner, has now been successfully launched. Alpheios has already provided the first customers with the Wastemover, which is assembled at IBN.

Ronald Goedmakers Award

Our colleague Martijn Vos is the first winner of the Ronald Goedmakers Award. It will help him carry out his scientific research on task integration in healthcare. The Ronald Goedmakers Award recognises outstanding achievements and contributions within the Vebego organisation. It serves as a benchmark of excellence, highlighting the recipient’s commitment to the company’s core values and objectives. The award is named in honour of Ronald Goedmakers, who served as CEO from 2006 to 2021. He played a key role in the company’s strategic focus and growth, emphasising meaningful employment and organisational development.

Campus Heerlen

Close to where Vebego was founded in 1943, we have the ambition to open a new campus in Heerlen. This inspiring and sustainable building will serve as a central hub for our colleagues in South Limburg. It will bring under one roof their equipment, offices, meeting rooms and facilities for training and research & development. The new building will be open and accessible, not only to all our colleagues and customers, but also to people living and working nearby. With this campus, we aim to demonstrate that Vebego is deeply rooted in society. The municipality and province have expressed strong support for our plans and are ready to work with us to bring them to fruition.

Switzerland

New customer: Shell

In Switzerland, our colleagues welcomed a new customer: Shell. In 2024, we began providing technical maintenance for more than 1,000 charging points and 380 petrol stations across Austria and Switzerland.

Expanding our services for VAT Group

We look forward to expanding our partnership with VAT Group, an existing customer specialising in valve technology and related products. We have agreed to turn our cleaning services into a comprehensive facility management contract. At both the VAT Innovation Centre and the VAT industrial site, including the test centre and executive offices, we will now provide integrated facility management. Our services include:

technical facility management
maintenance planning & warranty management
health & safety (fire protection)
infrastructure management (indoor cleaning, façade cleaning, site maintenance) and
groundskeeping (cleaning, landscaping & winter services)

mein Bericht