Over the last two months, we've been looking into customer satisfaction. We did two surveys: one of .nl registrars and one of users of our other services (e.g. registry services, the Domain Name Surveillance Service and Simplerinvoicing). Feedback from both respondent groups was very positive: our services got an average mark of more than 8 out of 10 in each of the surveys.
From the results, it's clear that the high approval ratings are based on two key points. First, our core services are strong. Users can rely on things such as .nl registration, register amendment, resolving and the Whois. Second, customers are upbeat about their contact with SIDN. There was a particularly good response to our decision to start using a less formal style. In written and spoken Dutch, we now use the familiar form of ‘you’, for example. The change took a little getting used to on both sides, but has generally gone down very well.
