Most frequently used self service customer support in the Netherlands in 2018

This statistic shows the results of a survey question on which types of self service customer support are used the most frequently in the Netherlands in 2018. The respondents indicated that self service through the web was the most frequently used channel for digital human-to-machine communication. 14 percent of the respondents indicated they used chatbots.

According to a 2017 survey, many people in the Netherlands indicate they are fine with the use of a virtual assistant or chatbot in case of simple questions, but they prefer an actual person should questions become more difficult.

Through which of the following types of self service can the customer contact your organization?*

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Release date

September 2018



Survey time period

May 16, 2018, to June 8, 2018

Number of respondents

342 respondents

Special properties

webcare teams of Dutch profit and non-profit organizations were approached through Twitter, LinkedIn, blogs and online fora to fill in a questionnaire. Additionally, there was a call-up in the Ustream newsletter and certain organizations were approached by telephone.

Method of interview

Telephone interviews and online survey

Supplementary notes

* This question was phrased by the source as follows: "Via welke van de volgende selfservice vormen kan de klant contact opnemen met de organisatie?" (in English: Through which of the following types of self service can the customer contact your organization?")

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