Customers of logistics services expect timeliness, high quality of services, undamaged shipments and concrete feedback sent in real time from their providers. Latest research also shows that expectations more frequently refer to initiative, innovations and good relations.

"Satisfaction and loyalty surveys provide knowledge not only of those areas of cooperation the customers are more or less satisfied with. Thanks to them you are able to learn more about their experience and aspects which build or decrease their loyalty. It is interesting that many companies which test their NPS (Net Promoter Score) are still greatly surprised by the close relation between loyalty and revenue. Also by the fact that apart from the hard quality indicators, interpersonal relations are so important in everyday cooperation. Therefore it is essential to acknowledge the fact that besides the "hard quality factors", politeness, care, trust and integrity are also important. Those aspects matter when solving problems which may arise in everyday work of every company, both in the B2B and B2C sectors. You can say that those who survey NPS, follow the modern marketing trend of H2H (human to human). After all, regardless of the sector, relations between businesses are actually relations between people" - comments Katarzyna Ostojska, Research and Market Analyses Manager in Raben Group. 

Raben Group has been conducting a dialogue with Customers for many years. The company asks them about the satisfaction with services and about expectations of socially responsible actions. The results of the survey carried out in Fresh Logistics have shown that the Customers believe that corporate social responsibility is a priority for their logistics service provider.