2019 Consumer Insights Survey

It’s time for a customer-centred metric: introducing “return on experience”

Dutch key findings 

In addition to the traditional return on investment (ROI) metrics used to determine a company’s success, a new metric is relevant to develop and measure; return on experience (ROX). In PwC’s 10th annual Global Consumer Insights Survey (GCIS) we introduce this new concept.

The Global Consumer Insights Survey gathers the sentiments of more than 21,000 online consumers in 27 territories. Below you can find more details on the ROX and a more general overview of developments in The Netherlands. We also looked in more detail into the consumers' opinion on sustainability and direct to consumer/A-brands.

Finally, you can download the executive summary. This is an interactive document in which various links lead you to more detailed background information.

How consumers in the Netherlands are redefining customer experience

Online buying is rapidly becoming the norm for consumers in the Netherlands. Young people are doing more shopping on their smartphones, too. But surprisingly they are still buying things at physical stores, even as digital tools affect what sort of experiences they expect to have there.

Dutch shopping in 2019

Technology has changed the relationship between customers and companies so significantly that consumers are now in the driver’s seat, and good shopping experiences are therefore more important than ever. PwC thinks companies need to start using a new customer-centred metric; "return on experience".

Explore more about Dutch shopping in 2019

A-brands

When the Dutch go shopping, they don’t usually gravitate toward the store-brand stuff. Typically, A-brand products are the first things they drop into their baskets. PwC’s 10th annual Global Consumer Insights Survey (GCIS) clearly shows their preferences.

Explore more about A-brands

Sustainability

There’s a perception that the Netherlands is a world leader in sustainability. But PwC’s 10th annual Global Consumer Insights Survey   (GCIS) reveals that Dutch consumers actually lag slightly behind the citizens of many other nations when it comes to sustainable shopping habits.

Explore more about sustainability

Technology has changed the relationship between customers and companies so significantly that consumers are now in the driver’s seat, and good shopping experiences are therefore more important than ever.

Global Consumer Insights Survey

Contact us

Shana Laurie de Hernandez

Partner, PwC Netherlands

Tel: +31 (0)88 792 75 55

Harald Meinders

Director, PwC Netherlands

Tel: +31 (0)88 792 46 05

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