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Leading Dutch mail and logistics service provider is looking for ideas, methods and techniques to measure customer satisfaction and expectations of business deliveries in the health sector

Country of Origin: Netherlands
Reference Number: TRNL20190926002
Publication Date: 27 September 2019


The Dutch service provider is taking a large role in health logistics. With the delivery of medicines, and medical equipment the Dutch corporate is the logistical link between healthcare organizations. The Dutch corporate is looking for measures or methods to gain insights in expectations and satisfaction of their medical business to business recipients. The cooperation would be in the frame of a technical cooperation agreement. This technology request is part of an open innovation challenge.


The Dutch corporate has over 200 years of experience in this market. They have the largest and most modern logistics mail and parcel network of the Netherlands. They deliver parcels every day and mail five days a week. On a weekday, they deliver on average 675,000 parcels and 8 million letters throughout the Benelux. 

The Dutch corporate has a large role in health logistics. With the delivery of medicines, tests and medical equipment, they want to become the logistical link between doctor and patient. They aim to improve their business to business customer satisfaction. On the one hand, this enables the Dutch corporate to become a better healthcare partner. On the other hand, it enables more efficient and customer-oriented logistic processes. That is the reason why the Dutch corporate wants to gain insights that make improvements in the healthcare chain processes measurable.

Description of the challenge
In order to service the healthcare market in the right way, it’s essential to have clear insights in the expectations and level of satisfaction of the customers of the Dutch corporate. For the measurement of customer satisfaction for consumer deliveries, they often use NPS (net promotor score measurement). However, this type of measurement is less suitable for business to business deliveries. Therefore, the Dutch corporate is looking for suitable measures or methodologies to gain insights in expectations and satisfaction of their medical business to business recipients. Examples of their recipients are hospitals and healthcare institutions, which often have (daily) structural, repeating delivery patterns.

Apart from a technical cooperation agreement the Dutch company is also open to other types of partnerships.

Innovation Challenge
This technology request is an innovation challenge that is published on an open innovation platform. If interest in cooperation with this firm is expressed, the potential partner will be guided towards this open innovation platform on which he can get in touch with the company via a chat function. Mind that posts on this platform are not confidential. Besides open discussion on the platform, sharing of confidential information will be made possible on demand. After closing of the open innovation platform on November 3th, the corporate company will make a selection of the organizations that have been active in the chat for further contact. Expressions of interest that are made after November 3th will be handled as usual in the Network.

Expertise sought

For the potential partner it is an unique opportunity to contribute  to the new strategic health care pillar of the Dutch corporate. After successful try-outs (temporary) deployment may follow. The goal of this technical request:
• To find ideas, methods and techniques to measure business to business customer satisfaction and expectations of recipients in the health sector.
• Translating these measurements in clear reports/dashboards is a very welcome addition.
• Creative but realistic solutions that can be applied in a pilot amongst their business to business recipients is required.

Which disciplines do they need:
• Advanced analytics
• Market Intelligence
• Customer Experience

Stage Of Development

Concept stage

Stage Of Development Comment

The company is looking for realistic solutions. Other stages are also interesting for this Dutch company: 
- Already on the market
- Available for demonstration
- Field Tested / Evaluated - Prototype available for demonstration

Requested partner

Type of partner sought: 
SME’s specialized in advanced analytics, market intelligence, customer experience

Role of partner:
SME's are invited to share their ideas and propose their solutions. After being selected, the SME will be proposed to participate in the development of the requested solution. Other types of partnership can be offered and discussed with the Dutch company.

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