KPN recognized as provider with the best digital customer experience
KPN is the telecom provider with the best digital customer experience in the Netherlands. Extensive benchmark research shows that KPN offers the most reliable, user-friendly, and consistent digital experience in the market. From exploring options to purchasing, from moving to resolving issues: KPN's digital services are faster, simpler, and more predictable than those of other providers. For consumers, this primarily means they can manage their telecom needs without hassle, delays, or uncertainty.
This experience is most vivid in the MyKPN app , which has become the central starting point for virtually all customer interactions. Customers experience the convenience of an environment that effortlessly helps them every day. They can improve their Wi-Fi and home network , manage entertainment, set up parental controls , view invoices, and take advantage of personalized offers and attractive discounts when combining services. For example, a household can receive a discount of up to €7.50 on each additional mobile subscription.
The app's use is increasing year after year: over half of users open it monthly, and its rating remains high. The app is not only practical but also offers room for surprise and fun – as seen previously with the popular Attent calendar or the recent Voor Jou Vrijdag initiative, where customers receive a new gift every week.
Service queries are also faster and easier in MyKPN. Customers can report a problem directly digitally without lengthy forms or phone queues. Those who prefer to be in touch can chat directly from the app or easily schedule a callback. The app thus combines the best of digital convenience and personalized service. This is precisely why MyKPN usage continues to grow: customers experience that it works—always and everywhere.
In a benchmark study, a renowned consultancy firm tested hundreds of digital customer journeys with mystery shoppers and found that KPN leads the way at crucial moments. Whether handling a service call, changing a subscription, trading in a device, or reporting a move: KPN's digital environment proves reliable, clear, and consistent. This reliability leads to noticeable improvements for customers. For example, the NPS score for digital support for service calls changed from a negative to a positive rating, and the relocation process is now being completed digitally on a massive scale—faster and with fewer errors.
Marieke Snoep, Director of Consumer Markets and member of the KPN Board of Directors, emphasizes the importance of objective assessment: “For me, experience is your brand. In a world where customers' 'digital hours' exceed their physical lives, goodwill isn't enough to stay relevant. Having the best networks isn't enough; it's about a completely secure experience across our networks and services. Not just when there's a problem, but also in everyday life.”
According to Robin Clements, CMO Consumer Market at KPN, the recognition is a confirmation of our course: "I think the recognition is great, and it reflects our customer focus. But what I find even more rewarding is the appreciation I see daily from our customers for all our products, services, and the digital experience we offer them."
KPN is seen as a role model for other telecom providers because it combines digital reliability with a customer-focused, human approach. For customers, this recognition primarily means peace of mind and convenience: a single app where everything works, where you can manage everything, and where you can expect something fun every week. No hassle, no complicated steps — just a digital experience that helps, unburdens, and sometimes even surprises.