De Jong said:
"The company has a somewhat monopolistic behaviour, and so was not driven by market needs. What we have to do is work even harder to put the customer first. We are putting the message out there and talking to the press so there is no way back. The customers will hold us to account.
"The second driver is that we have to be cost-conscious. This company has never been fully driven by cost concerns, again because we had a certain monopoly. We have been passing costs on to the customers. We have now asked customers to comment on and to criticise CC. We have opened our books, not revealing individual salaries but close to that level. We have asked customers to indicate their satisfaction with our level of service."
CC has moved its HQ from Denmark to Holland, cut 19 per cent of staff, changed UK operations but is to open a Scotland depot.
De Jong said CC plans to cap the number of shelves people can bring in for repair, linking it to their contract:
"We have an obligation to repair products in the pool. There are a lot of fake copies in the pool and if you can't distinguish them they end up in our repair shops. There is twice the amount in our repair shops than we are being paid for. I am not prepared to just increase the pool fee, because that is just sticking a plaster over the wound and not coming up with a solution. We have a shared responsibility for the pool."