Note: Today’s post is part of our “Editor’s Pick” series where we highlight recent posts published by our sponsors that provide practical knowledge and advice on timely and important supply chain and logistics topics. This post by Nicholas Ferguson from GEODIS’ blog discusses a way to evaluate customer experience in logistics.
When it comes to KPIs we are all on the same page: our client’s opinion is the most important feedback for any industry and business worldwide. Customer Experience has been THE concept over the last few years with consultants and companies developing new approaches and tools to measure, improve and drive innovation. There are myriad ways of evaluating it including online surveys, customer journey analysis, and referral programs.
The world of logistics is not remarkably different, and with the continuous growth of next-day and same-day services, we must all take Customer Satisfaction very seriously. The feedback from clients and final customers could make or break any delivery experience and potentially influence the next opportunity.
Have you ever wondered how something so subjective and personal can be evaluated properly? As it turns out, one of the most successfully tested methods is through a Ride-Along Program.