CSR report 2016

Consumers

The trust of customers is of vital concern to the reputation and raison d'être of Beter Bed Holding. Customers should be able to trust that the products they buy are safe and that any advice and after-care is fair and accurate.

Customers' health and safety

The health and safety of the customers and employees of Beter Bed Holding's different retail formats are the key starting points for the company's policy and actions. 93% of the sold mattresses were tested for hazardous substances and certified in 2016. The objective is for all mattresses from strategic suppliers to be tested and certified by 2020.

Customer satisfaction

The 'Imbedded customer interaction’ customer feedback program was launched in 2016. Customers and visitors were given the opportunity to provide detailed feedback on their store and their experiences concerning the delivery. Nearly 7,000 people in the Benelux took the opportunity to post their feedback on the eKomi web site. Customers give the formats a score of 9 on a scale of 1 to 10. Both positive and more critical comments are used to improve the service and range.

More than 1,000 customers gave Matratzen Concord an average score of 4.6 out of 5 on the 'Trusted Shops' web site in Germany. The quality of the service at Matratzen Concord has been tested by TÜV Saarland in Germany. The inspection service asked consumers to rate the service. Matratzen Concord emerged as the best store in the bedroom furnishings retail sector with a score of 1.9 (GUT).

Beter Bed also once again succeeded in maintaining its service at a high level in the Netherlands in 2016. More than 98% of deliveries took place to the customer's satisfaction the first time. Packaging materials were collected after delivery and the old mattresses were also collected and recycled, for a small fee.

Beter Bed sets great store by honest communication in sales processes. Highly motivated and trained staff provide expert advice. Customers also highly appreciate the image of the stores, the price/quality ratio, the service and guarantees.

The higher the quality of advice, products and customer after-care, the smaller the chance of any complaints. Whenever a customer is not fully satisfied despite our best endeavours, they may make a complaint to the format's service desk (by phone, email or Facebook). Every complaint received by a Beter Bed Holding format is treated seriously. There have been no complaints about breach of privacy since Beter Bed Holding does not share confidential customer data with third parties without the customer's consent.