Focus on customer satisfaction at DACHSER
DACHSER asked some 2,200 customers in five different countries what they think of the logistics company’s products and services. The result was positive assessments and improvements across all segments.
At the end of 2007, DACHSER asked customers in Germany, Austria, Hungary, Switzerland and the Netherlands how satisfied they are with DACHSER as their logistics partner. The survey covered two separate areas: DACHSER European Logistics and DACHSER Food Logistics. The results of the survey show that customers are, once again, very satisfied with what the company has to offer.
For DACHSER, the annual customer survey is a key instrument in establishing which services customers regard as particularly important, and in which areas they feel improvements can be made. With regard to DACHSER European Logistics, the poll showed that customers especially appreciate the entargo products and the great punctuality of collection. The assessment of service staff availability has improved significantly. Two areas that performed especially well in the DACHSER Food Logistics part of the survey are the customer support and service provided by DACHSER staff and the national shipment times. The customers surveyed commented that there is room for improvement in the prompt provision of information in the event of delays, for example.
In view of DACHSER’s constant growth, the survey has played an increasingly important role in recent years. After all, the company is keen to maintain its outstanding quality standards throughout the entire network, despite the rapid pace of expansion. And the poll shows that this is by no means a contradiction for DACHSER. On the contrary: the results show that the company is living up to its claim to provide high-quality services as a logistics partner for all types of industry and all sizes of company.
Specially developed, fully-integrated IT systems and standardized processes mean that DACHSER is able offer consistently good services. On top of that, close personal contact between staff and customers throughout the entire process chain remains the decisive factor behind successful services. These three factors combine to create tailor-made customer solutions.
External comparisons of the results from the customer satisfaction survey are also very gratifying. DACHSER is in the top third of all the logistics providers tested by TNS Infratest (featuring in the Top 33% group in the ‘logistics global’ segment).
DACHSER has been conducting annual customer satisfaction surveys since 1996. The polls are carried out by TNS Infratest, one of the world’s leading market and social research institutes.
overview eLetter 02/2008
