We have conducted our annual customer satisfaction survey for the year 2020 to find out how we can better serve our customers and identify potential areas for development. We are happy to announce that our customer satisfaction has increased compared to last year. We asked our customers how likely would they recommend our products and services to their colleagues. This question is measured using the Net Promoter Score (NPS). The Net Promoter Score is calculated as the difference between the percentage of Promoters and Detractors. The NPS is not expressed as a percentage but as an absolute number lying between -100 and +100. Our NPS this year was 49, which ranks us among the best performing companies in the segment of logistics service providers.
On top of the annual surveys, we collect customer service feedback throughout the year in smaller batches. Based on the results from these, the excellent outcome from the annual survey came as no surprise. Satisfaction with our solutions in general also increased. We received praise, especially for our agility, flexibility, and diverse service offering . We have gone through all the feedback and determined development targets, which we will take forward next year together with our customers.
NPS BENCHMARK FOR LOGISTICS SERVICE PROVIDERS
NPS scores for customer service in logistics still lacks an universal standard. Even though this may be the case, it’s still quite clear that there is room for improvement. Very few logistics service providers hit the Great NPS standard (30-70) and nearly none hit the Excellent category (70-100).
According to Data from NICE Satmetrix shipping service providers reach an NPS average of 35. Customer.guru, reports an average NPS score of just 13 for logistics and transportation companies.
DONATION TO CHARITY
As promised, we will donate 2€ to charity on every answer received for the customer satisfaction survey. This year we received 105 responses altogether. The donation will be given to the Finnish Committee of UNICEF.
Wiima Logistics is a provider of fourth-party logistics (4PL) services. The 4PL service provides the customer with a complete solution for supply chain management, administration and outsourcing.
4PL operations can be described as outsourcing the management and coordination of the entire supply chain – this allows the customer to focus on their core business.
Wiima staff will be more than happy to advise you in supply chain and logistics related matters. Our logistics experts and digital tools will provide you with a winning combination if you are looking for an effective and efficient logistics management setup.
We are looking forward to hearing from you!