Key Takeaways
What sparked the idea. A short satisfaction survey from the Dutch national postal operator asked customers to rate how likely they were to recommend the service.
The perfect score. One response gave a 10 out of 10, signalling absolute confidence.
The reason behind it. Common explanations referenced quick help, friendly staff, and clear communication.
Beyond feedback. The same phrases opened a path to learning Dutch vocabulary related to everyday service encounters.
Story & Details
The rating that said it all
A customer was invited to rate their experience on a scale from zero to ten. The phrasing—“How likely is it that you would recommend us to a family member, friend, or colleague based on our help with your question or problem?”—matches the Net Promoter Score method used in customer-experience research. Choosing ten marked a full endorsement: “very likely to recommend.”
The open-text question
Immediately after, the survey asked for the reason behind that score. Several natural examples illustrate the kind of answers that convey genuine satisfaction:
“I am very satisfied with the fast and friendly help. My problem was solved immediately.”
“The employee was helpful and gave clear explanations.”
“The service was efficient and professional; I felt well assisted.”
“Everything went smoothly—great service.”
Each statement highlights the same trio of strengths: speed, kindness, and clarity.
Turning feedback into a language lesson
The words used in such replies—aanbevelen (to recommend), waarschijnlijk (likely), hulp (help), probleem (problem), tevreden (satisfied), vriendelijk (friendly), snel (fast), and duidelijk (clear)—offer perfect material for Dutch learners. At intermediate level, they capture how people describe service experiences naturally. For example:
Ik ben zeer tevreden over de snelle en vriendelijke hulp. — “I am very satisfied with the fast and friendly help.”
Through expressions like these, learners can see grammar and real-world communication blend seamlessly.
Where the words come from
The vocabulary also reveals links across Germanic languages. Snel descends from a Proto-Germanic root meaning “lively” and is cognate with German schnell and the archaic English snell. English fast, although similar in sense, evolved separately from an older meaning “firm” or “steadfast.”
Duidelijk combines duiden (“to indicate or explain”) with the suffix -lijk, roughly equivalent to English “-ly.” Its meaning parallels English clear, which instead traces back to Latin clarus through French.
Why the survey matters
Public documents confirm that the postal operator uses Net Promoter Score as a core customer-value indicator. The 0–10 question and its accompanying reason field give managers both quantitative and qualitative insight—figures to measure and words to interpret.
Conclusions
A single survey answer can carry surprising depth. The number shows confidence; the reason shows emotion. When those words become learning material, they link language and trust: quick help, clear speech, kind tone. For the company, the feedback strengthens service. For the learner, it strengthens vocabulary. Both end up delivering something valuable—understanding.
Sources
- PostNL Annual Report 2023 — Customer Experience performance indicators and adoption of the Net Promoter Score: https://annualreport.postnl.nl/2023/performance-statements/non-financial-statements/customer-value-performance-indicators/customer-experience
- PostNL Annual Report 2023 — Customer and consumer experience distinctiveness: https://annualreport.postnl.nl/2023/business-report/customer-value/customers-and-consumers-experience-distinctiveness
- Qualtrics — “What Is Net Promoter Score?” overview: https://www.qualtrics.com/articles/customer-experience/net-promoter-score/
- Nielsen Norman Group — “Net Promoter Score (NPS) and UX Metrics”: https://www.nngroup.com/articles/nps-ux/
- IMD Business School (YouTube) — “Net Promoter Score (NPS): The Good, the Bad and the Ugly”: https://www.youtube.com/watch?v=-aiukiDz4so
- Online Etymology Dictionary — entries for fast and clear: https://www.etymonline.com
- Wiktionary — entries for Dutch snel, duidelijk, and English snell: https://www.wiktionary.org
Appendix
Aanbevelen
Dutch verb meaning “to recommend.” Used in customer feedback to express advocacy or approval.
Duidelijk
Adjective meaning “clear” or “easy to understand,” derived from duiden plus the suffix -lijk.
Fast
English adjective once meaning “firm, fixed,” later “quick.” Cognate set shows semantic drift from steadiness to speed.
Hulp
Noun meaning “help” or “assistance.” Common in polite expressions such as Bedankt voor je hulp! (“Thanks for your help!”).
Net Promoter Score (NPS)
Metric that calculates loyalty by subtracting the percentage of detractors (0–6) from promoters (9–10) based on a single 0–10 recommendation question.
Probleem
Noun meaning “problem.” Phrases like geen probleem (“no problem”) appear often in customer service.
Snel
Adjective meaning “fast” or “quick.” Shares origin with German schnell and archaic English snell.
Tevreden
Adjective meaning “satisfied.” Opposite form: ontevreden (“dissatisfied”).
Vriendelijk
Adjective meaning “friendly” or “kind.” Often used in closings like Met vriendelijke groet (“Kind regards”).
Waarschijnlijk
Adjective/adverb meaning “probable” or “likely.” From waar (“true”) + schijnlijk (“appearing”).
Zeer
Adverb meaning “very” or “extremely,” slightly more formal than erg or heel.
My Diary - Leonardo Cardillo 