For Customer Experience Professionals

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	May 27, 2009 How Satisfied Are Dutch Consumers With Online Customer Experiences? by Jonathan Browne with Moira Dorsey, Joost van Kruijsdijk, Angela Beckers

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Executive Summary

We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the highest satisfaction rates, while Bruna came in last. Dutch consumers were mainly frustrated by sites that made it hard to find — or didn't have — the products they wanted. Other pain points for Dutch consumers were long page loading times and complex processes for payment and checkout. Customer experience professionals need to use appropriate tools to measure customer satisfaction, determine the design changes to improve it, and to make the business case for those improvements.

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