HEMA wins CCDNA award: most customer-centric offline retailer


HEMA wins CCDNA award: most customer-centric offline retailer
HEMA yesterday won the award for the most customer-centric offline retailer at the award ceremony for the fifth Customer Centric DNA Awards. More than 12,000 Dutch people shared their opinions on and experiences with companies where they are customers, and gave them scores for customer focus.

Paul Havinga, Executive Director Operations, Franchise & International: “Over the past year, we have made our customers our number one priority more than ever before. So it is wonderful to see that appreciated immediately. This is something all our employees can be proud of.”

The CCDNA Award is the top public award that companies can win in the Netherlands in the field of consumer-centric business. There were awards in 22 different sectors at this year’s ceremony.

Overall winner 2016 – D-reizen
Automotive industry– BMW
Banks– RegioBank
Energy– Greenchoice
Internet providers – XS4ALL
Network managers– Enduris
Holiday – D-reizen
Online retail – Coolblue
Offline retail – HEMA
Telephony – Simyo
Travel – KLM
Insurance – Centraal Beheer Achmea
Health insurance – ONVZ Zorgverzekeraar

Survey structure
The CCDNA Awards are based on surveys among more than 12,000 customers of 113 companies. Customers were given the opportunity to describe in their own words their most recent experience with the company and award companies scores for their customer focus. The extensive fieldwork was carried out by DVJ Insights in

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