– Bouke Hoving , Executive Vice President for Networks and IT , KPN

centres have also dropped by a factor of two ,” says Hoving .

“ Joint assignments with commercial colleagues in the organisation is therefore a big part of our success . With product simplification , we ’ ve taken 80 % of the products out , harmonising all our processes across products .

“ We ’ ve done this together with our commercial colleagues and this would not have been possible without their support . And on the external side , we ’ ve always taken the principal that any simplification should be beneficial for customers .

“ If we had to combine two product types , where one had a generous bundle and one a tighter bundle , we ’ ve always given the more generous bundle .

“ We ’ ve seen a steep increase in customer satisfaction . We are now ranked 4.5 stars on Apple iOS , whereas it used to be almost two stars less two years ago ,” he continues .

94 March 2018