Logistics Operator of the Year - or the importance of cyclical satisfaction surveys. Do we care enough about existing customers? Are we surveying their satisfaction levels in sufficient depth?

Every service company knows how important good customer service is. We as customers also know very well how important it is that the company we use takes maximum care of its customers. The question is whether this is actually the case. Do we feel that, as customers who have made a product decision, we are treated in the same way as when we made the purchase decision? We have participated in the annual Logistics Operator of the Year survey for several years. As a Cooperating Partner, we conduct telephone surveys with representatives of companies using the services of individual logistics companies dedicated to the survey. The survey is engaging, as it lasts on average 30 minutes, but you can see that with each successive survey, the respondents see and appreciate it. Firstly, they see and feel that companies are interested in how the quality of the services provided is assessed. With each passing year, they are more and more willing and precise in their opinions on particular issues. They do not treat the survey as a questionnaire to be clicked on, but as a real tool that influences the course of their company's cooperation with the service provider. Secondly, they appreciate the interviewer's ability to guide them through the survey questions. The use of the telephone channel is much more expensive than, for example, sending a survey by email or conducting it via a bot, but it offers the opportunity to manage the respondent's time and commits them in their own way to a thorough approach to the survey. The skilful execution of the survey with the respondent is reflected in the long-term company-client relationship. The effort put into smooth operations on our part has been recognised by the references we have received.