Beter Bed Holding

Annual Report 2015


Customers' health and safety

The health and satisfaction of the customers of the individual store formulas of Beter Bed Holding are the foundations of the policy and activity of the company. The aim is for 80% of the mattresses in the total range and at all formulas of Beter Bed Holding to have been tested and certified in 2016. In 2015, 83% of mattresses in terms of revenue was tested for hazardous substances and certified. The target will be raised further.

Beter Bed Holding has concluded a contract with the consumer testing agency TÜV Saarland so as to further professionalise the testing and certification process and increase the reliability of its results.

Customer satisfaction

In Germany, the quality of services provided by Matratzen Concord was tested by TÜV Saarland, which asked consumers to rate them. With a rating of 1.9 (GUT), Matratzen Concord was ranked first in the bedroom furnishings retail sector.

Since mid-2014, customer satisfaction in the Netherlands is measured on the basis of the Net Promoter Score (NPS), as part of which customers are asked to rate the service provided by Beter Bed. They are also invited to state their opinions in brief reviews.

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

The company again managed to maintain the high level of its services in the Netherlands in 2015; more than 98% of ‘first time right’ deliveries were made, i.e. deliveries were complete and to customers’ full satisfaction on the first attempt. Packaging material is collected after delivery and for a small fee, old mattresses are taken in and recycled by Van Gansewinkel.