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In Conversation with Jochem Huijbers
In Conversation with Jochem Huijbers
How Nederlandse Loterij uses Power BI to leverage customer feedback more effectively
Nederlandse Loterij has been measuring customer satisfaction together with moveXM for years. Today, using Power BI, the company analyzes feedback with greater nuance—by process, employee, and brand. Jochem Huijbers, Vendor Manager at Nederlandse Loterij, explains how this drives tangible improvements.
More details instead of just an overview
Jochem: “Nederlandse Loterij is the largest provider of games of chance in the Netherlands. Customer satisfaction is very important to us. For years, we have been measuring this satisfaction together with moveXM. The existing dashboard provided us with the right insights for a long time, and we were able to achieve many improvements from it.
At some point, the need for 360-degree insights arose. It was our desire to be able to carry out deeper analyses in order to truly further increase customer satisfaction. That is why we asked moveXM for help with Power BI.”
More details instead of just an overview
Jochem: “Nederlandse Loterij is the largest provider of games of chance in the Netherlands. Customer satisfaction is very important to us. For years, we have been measuring this satisfaction together with moveXM. The existing dashboard provided us with the right insights for a long time, and we were able to achieve many improvements from it.
At some point, the need for 360-degree insights arose. It was our desire to be able to carry out deeper analyses in order to truly further increase customer satisfaction. That is why we asked moveXM for help with Power BI.”
More details instead of just an overview
Jochem: “Nederlandse Loterij is the largest provider of games of chance in the Netherlands. Customer satisfaction is very important to us. For years, we have been measuring this satisfaction together with moveXM. The existing dashboard provided us with the right insights for a long time, and we were able to achieve many improvements from it.
At some point, the need for 360-degree insights arose. It was our desire to be able to carry out deeper analyses in order to truly further increase customer satisfaction. That is why we asked moveXM for help with Power BI.”
Improve processes, provide targeted support to employees
“One of the first decisions was to separate process data from data on employee performance. We want process owners to be able to improve operational procedures, while our employees can track their own performance.
In addition, our marketing teams can now look very specifically at the customer experience across the different brands. They know exactly what works and where we can still make progress.”
Improve processes, provide targeted support to employees
“One of the first decisions was to separate process data from data on employee performance. We want process owners to be able to improve operational procedures, while our employees can track their own performance.
In addition, our marketing teams can now look very specifically at the customer experience across the different brands. They know exactly what works and where we can still make progress.”
Improve processes, provide targeted support to employees
“One of the first decisions was to separate process data from data on employee performance. We want process owners to be able to improve operational procedures, while our employees can track their own performance.
In addition, our marketing teams can now look very specifically at the customer experience across the different brands. They know exactly what works and where we can still make progress.”
More orientation for teams and executives
“The combination of the measurements and the capabilities of Power BI places a strong focus on customer satisfaction for us. Thanks to the in-depth insights, we now know much better where we want to direct our attention.
In addition to this clear management information, it is also fantastic that our employees do not view the dashboards as an assessment tool, but rather as a means for self-development.”
More orientation for teams and executives
“The combination of the measurements and the capabilities of Power BI places a strong focus on customer satisfaction for us. Thanks to the in-depth insights, we now know much better where we want to direct our attention.
In addition to this clear management information, it is also fantastic that our employees do not view the dashboards as an assessment tool, but rather as a means for self-development.”
More orientation for teams and executives
“The combination of the measurements and the capabilities of Power BI places a strong focus on customer satisfaction for us. Thanks to the in-depth insights, we now know much better where we want to direct our attention.
In addition to this clear management information, it is also fantastic that our employees do not view the dashboards as an assessment tool, but rather as a means for self-development.”
Current insights for faster decisions
Power BI enables customer feedback and operational data to be analyzed together. This allows trends to be recognized earlier and measures to be derived in a more targeted manner.
“The beauty of Power BI is that you can really bring data to life. The dashboards give us real-time insights, from customer feedback to operational processes. This allows us to react faster and make adjustments when needed: we have a constant overview of what is happening.”
Current insights for faster decisions
Power BI enables customer feedback and operational data to be analyzed together. This allows trends to be recognized earlier and measures to be derived in a more targeted manner.
“The beauty of Power BI is that you can really bring data to life. The dashboards give us real-time insights, from customer feedback to operational processes. This allows us to react faster and make adjustments when needed: we have a constant overview of what is happening.”
Current insights for faster decisions
Power BI enables customer feedback and operational data to be analyzed together. This allows trends to be recognized earlier and measures to be derived in a more targeted manner.
“The beauty of Power BI is that you can really bring data to life. The dashboards give us real-time insights, from customer feedback to operational processes. This allows us to react faster and make adjustments when needed: we have a constant overview of what is happening.”
Practical example: Speed up payout of winnings
Practical example: Speed up payout of winnings
Practical example: Speed up payout of winnings
Practical example: Speed up payout of winnings
An example shows how Nederlandse Loterij turned insights from feedback into a process improvement: Payout times became visible as an issue and were subsequently tackled together with other departments.
"Through the dashboard, we received signals that players felt payouts were taking too long. Partly thanks to analytics enabled by Power BI, we were able to identify our players' needs and pinpoint the bottlenecks. Working together with other departments, we adjusted the process. Now, payouts are processed within just a few minutes. This immediately led to higher customer satisfaction."
Jochem Huijbers
Vendor Manager, Nederlandse Loterij
"Through the dashboard, we received signals that players felt payouts were taking too long. Partly thanks to analytics enabled by Power BI, we were able to identify our players' needs and pinpoint the bottlenecks. Working together with other departments, we adjusted the process. Now, payouts are processed within just a few minutes. This immediately led to higher customer satisfaction."
Jochem Huijbers
Vendor Manager, Nederlandse Loterij
"Through the dashboard, we received signals that players felt payouts were taking too long. Partly thanks to analytics enabled by Power BI, we were able to identify our players' needs and pinpoint the bottlenecks. Working together with other departments, we adjusted the process. Now, payouts are processed within just a few minutes. This immediately led to higher customer satisfaction."
Jochem Huijbers
Vendor Manager, Nederlandse Loterij
Collaboration:
Combining Analysis and Consulting
In addition to the technical implementation, Jochem Huijbers emphasizes that moveXM actively contributes ideas to how the data is used and prepared.
“moveXM offers more than just a data analysis tool. They understand how customer data can be used to achieve real improvements. In doing so, they are proactive partners who advise us on how to make the best use of our data. Together with Nederlandse Loterij, they translate this into clear dashboards that everyone in the organization can understand. This allows us to focus on our core tasks while they ensure that we always have the right insights with Power BI. What I also appreciate: moveXM never stands still when it comes to innovation. Just as we use artificial intelligence to improve our customer service and satisfaction, moveXM always keeps an eye on the latest innovations. That makes them a reliable partner who helps us stay ahead across all areas.”
Jochem Huijbers
Vendor Manager, Nederlandse Loterij
“moveXM offers more than just a data analysis tool. They understand how customer data can be used to achieve real improvements. In doing so, they are proactive partners who advise us on how to make the best use of our data. Together with Nederlandse Loterij, they translate this into clear dashboards that everyone in the organization can understand. This allows us to focus on our core tasks while they ensure that we always have the right insights with Power BI. What I also appreciate: moveXM never stands still when it comes to innovation. Just as we use artificial intelligence to improve our customer service and satisfaction, moveXM always keeps an eye on the latest innovations. That makes them a reliable partner who helps us stay ahead across all areas.”
Jochem Huijbers
Vendor Manager, Nederlandse Loterij
“moveXM offers more than just a data analysis tool. They understand how customer data can be used to achieve real improvements. In doing so, they are proactive partners who advise us on how to make the best use of our data. Together with Nederlandse Loterij, they translate this into clear dashboards that everyone in the organization can understand. This allows us to focus on our core tasks while they ensure that we always have the right insights with Power BI. What I also appreciate: moveXM never stands still when it comes to innovation. Just as we use artificial intelligence to improve our customer service and satisfaction, moveXM always keeps an eye on the latest innovations. That makes them a reliable partner who helps us stay ahead across all areas.”
Jochem Huijbers
Vendor Manager, Nederlandse Loterij
About Nederlandse Loterij
According to its own statements, Nederlandse Loterij is the largest gambling provider in the Netherlands and operates ten gaming brands: Staatsloterij, Lotto, Eurojackpot, Miljoenenspel, Lucky Day, Krasloten, TOTO Sport, TOTO Casino, Winnitt, and TOTO Winkel. According to available information, the company paid out 5.7 billion euros in prize money, including gambling tax, in 2023.
Proceeds flow, among other things, into Dutch sports via NOC*NSF, to 18 non-profit organizations in the fields of health, movement, and well-being, and to Dutch society via the Ministry of Finance. For 2023, the source text cites 196 million euros.
About Nederlandse Loterij
According to its own statements, Nederlandse Loterij is the largest gambling provider in the Netherlands and operates ten gaming brands: Staatsloterij, Lotto, Eurojackpot, Miljoenenspel, Lucky Day, Krasloten, TOTO Sport, TOTO Casino, Winnitt, and TOTO Winkel. According to available information, the company paid out 5.7 billion euros in prize money, including gambling tax, in 2023.
Proceeds flow, among other things, into Dutch sports via NOC*NSF, to 18 non-profit organizations in the fields of health, movement, and well-being, and to Dutch society via the Ministry of Finance. For 2023, the source text cites 196 million euros.
About Nederlandse Loterij
According to its own statements, Nederlandse Loterij is the largest gambling provider in the Netherlands and operates ten gaming brands: Staatsloterij, Lotto, Eurojackpot, Miljoenenspel, Lucky Day, Krasloten, TOTO Sport, TOTO Casino, Winnitt, and TOTO Winkel. According to available information, the company paid out 5.7 billion euros in prize money, including gambling tax, in 2023.
Proceeds flow, among other things, into Dutch sports via NOC*NSF, to 18 non-profit organizations in the fields of health, movement, and well-being, and to Dutch society via the Ministry of Finance. For 2023, the source text cites 196 million euros.
About Nederlandse Loterij
According to its own statements, Nederlandse Loterij is the largest gambling provider in the Netherlands and operates ten gaming brands: Staatsloterij, Lotto, Eurojackpot, Miljoenenspel, Lucky Day, Krasloten, TOTO Sport, TOTO Casino, Winnitt, and TOTO Winkel. According to available information, the company paid out 5.7 billion euros in prize money, including gambling tax, in 2023.
Proceeds flow, among other things, into Dutch sports via NOC*NSF, to 18 non-profit organizations in the fields of health, movement, and well-being, and to Dutch society via the Ministry of Finance. For 2023, the source text cites 196 million euros.
About Nederlandse Loterij
According to its own statements, Nederlandse Loterij is the largest gambling provider in the Netherlands and operates ten gaming brands: Staatsloterij, Lotto, Eurojackpot, Miljoenenspel, Lucky Day, Krasloten, TOTO Sport, TOTO Casino, Winnitt, and TOTO Winkel. According to available information, the company paid out 5.7 billion euros in prize money, including gambling tax, in 2023.
Proceeds flow, among other things, into Dutch sports via NOC*NSF, to 18 non-profit organizations in the fields of health, movement, and well-being, and to Dutch society via the Ministry of Finance. For 2023, the source text cites 196 million euros.
Want to know more?
Would you also like to start creating insights into your service with Power BI?
Then request a demo with one of our business managers.
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Hosted & Made
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© 2026 moveXM GmbH. moveXM is a registered trademark.
Want to know more?
Would you also like to start creating insights into your service with Power BI?
Then request a demo with one of our business managers.
Newsletter
Hosted & Made
in Europe
Data storage
in Europe
Certified data security
ISO 27001
Certified Quality Management
ISO 9001:2015
© 2026 moveXM GmbH. moveXM is a registered trademark.
Want to know more?
Would you also like to start creating insights into your service with Power BI?
Then request a demo with one of our business managers.
Newsletter
Hosted & Made
in Europe
Data storage
in Europe
Certified data security
ISO 27001
Certified Quality Management
ISO 9001:2015
© 2026 moveXM GmbH.
moveXM is a registered trademark.
Want to know more?
Would you also like to start creating insights into your service with Power BI?
Then request a demo with one of our business managers.
Newsletter
Hosted & Made
in Europe
Data storage
in Europe
Certified data security
ISO 27001
Certified Quality Management
ISO 9001:2015
© 2026 moveXM GmbH.
moveXM is a registered trademark.
Want to know more?
Would you also like to start creating insights into your service with Power BI?
Then request a demo with one of our business managers.
Newsletter
Hosted & Made
in Europe
Data storage
in Europe
Certified data security
ISO 27001
Certified Quality Management
ISO 9001:2015
© 2026 moveXM GmbH.
moveXM is a registered trademark.