“Eigen Haard transforms their mechanics into service providers.”

Director Peter Hildering • Eigen Haard

There was no real focus on customer experience in this world’, explains Peter Hildering, director of the Amsterdam housing corporation Eigen Haard. Despite this, his organization has consciously taken this path, he explains to CustomerFirst

The tenant market is a solid one Hildering notes. Housing corporations have been through ‘difficult times’, even facing a parliamentary inquiry, so the sector has come into a certain light (‘they do whatever they want). ‘Homes are economical and the waiting list is of course significant. And yet, as a social enterprise, we find customer satisfaction very valuable. If you want to reach people, in our view you will have to do something about that experience. Hence our customer satisfaction focus.’