KPN tops unhappy customer poll

Former state-owned telecom company KPN is the most unpopular of all Dutch businesses and organisations ,according to a survey by the consumers association, reports ANP news service.

KPN is followed by two other telecom firms, UPC and the relatively unknown öme, both of which scored poorly in terms of customer satisfaction, the consumers association said. The tax office and Dutch Rail were in fourth and fifth place.
KPN said most of its customers’ problems were connected to a specific internet and telephone campaign and have now been sorted out. ‘We want to be out of the top three [most complained about firms] next year,’ a spokesman told ANP.
The study shows that 65% of the public have been seriously annoyed by a company or institution and many of their complaints had never been addressed. Problems range from poor accessibility and service to a lack of information.
Of the customers that complained, only 30% were successful in getting something done. Only 5% considered taking their complaints to arbitration or the branch organisation.

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