Strengths and areas for improvement

Customer feedback highlights clear strengths in our customer focus and employee reliability. At the same time, it highlights several areas for improvement: more structured complaint handling, greater proactivity and stronger continuity of service during staff changes.

The way we collect and act on feedback also presents a number of challenges:

  • improving the quality of customer data

  • ensuring quick and consistent follow-up on feedback by operational staff

  • translating strategic insights into concrete actions that create real value for customers

  • keeping customers informed about what we learn and what we do with their feedback.

Response

In 2025, nearly 8,000 contacts were invited to provide feedback. The average response rate was 25% (excluding Vebego Service & Expertise, which serves only internal customers), representing a 4% increase compared with 2024.

Response rates improved across almost all companies, except for Vebego Zorgservice (−3.9%) and Vebego Facility Services (−0.2%). This increase is largely driven by greater involvement of operational staff and the growing integration of NPS within our organisations.

My Report