Thanks to the excellent quality of our products and services we can distinguish ourselves from our competitors, thereby retaining existing customers and acquiring new ones. We want to become the best service provider in the Netherlands and in 2012 we made great advances that give us a lot of confidence for the years ahead.

The way in which – and the extent to which – the customer experiences our service is the guiding principle in the further improvements we need to make. The Net Promoter Score (NPS) is an important measuring tool. The paramount issue is whether the customer would recommend KPN and our services to others.

• 75% of the customers who called us got first-time-right help

• The NPS has risen by1 point to -13

• 24/7  free helpdesk launched