The competitiveness of companies, always with a focus on winning customers and their loyalty, has been steadily increasing, hence measuring their level of satisfaction has become a crucial task for the success and growth of international freight forwarders. They need be able to adjust their activities to the market, and hereby achieving general satisfaction among their customers.
Contrary to what many organizations advocate and stand for, service quality only makes real sense if it is properly analyzed from a customer assessment point of view and not solely and exclusively from the perspective of the company. Customer expectations play a critical role in the way clients experience and evaluate services, therefore quality management in services implies the fact of understanding the effects of providing it in the first place.
For service providers such as international freight forwarders, the approach towards the customer is fundamental in order to realize their needs and expectations, in a way that allows the identification of requirements and attributes they value the most. In this context, it is important that customer feedback integrates an entire learning process, which can lead to effective improvements, both in the quality of the provided service and the service Quality perceived by the Client.
Customer Satisfaction Survey Result
MULTICARGO would like to disclose the result of its 2016 Customer Satisfaction survey, and also thank all its customers who submitted their valuable response.
We are pleased to announce an excellent result: 85.5% customer satisfaction level, with 98% of customers evaluating our services as Excellent/Good.
We have achieved a significant improvement in all features of service evaluation, out of which the following stand out:
- Kindness and politeness of employees (93.1%);
- Speed and efficiency of answering the phone (86.5%).
- Competence and technical knowledge employees showcase (85.3%);
- Willingness to find the best solution (85.3%);
This amazing result could only be achieved thanks to the good level of service provided by the team of MULTICARGO, with a base that has been working in international freight forwarding for more than 14 years.
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Paulo Ferreira is the CEO and founder of Multicargo. A businessman with more than 25 years of experience in the logistics and forwarding business. Widely accredited in the sector for his professionalism and extensive connections worldwide, having a vast international network of agents at his disposal with more than 300 offices in 170 countries, in all continents.
