Just recently we carried out a customer satisfaction survey. We wanted to know if our customers like working with us. Why? Because we’re always looking for ways to improve the way we serve them and the air cargo industry, and because there’s nothing better than hearing it from the horse’s mouth.
Well, as requested, they told us what they really thought of us…
A general thumbs up all round
It turns out that our customers really do like working with us. They gave us an average satisfaction rate of 8.7, which was very pleasing. They also confirmed that we have improved in two of the areas that we were —shall we say— less than perfect:
- Solving complaints
- Lead time
However, there is still room for improvement with these concerns, so we won’t be resting on our laurels just yet. We’ll continue to work on our internal processes until we reach a level that matches (and exceeds) our customers’ expectations.
Appreciation of our technical expertise
An average score of 9.3 was awarded for our technical knowledge. Of course, technology is what we’re all about at VRR, so we would have been disappointed if it was anything less. Even so, it’s satisfying to be respected for our expertise.
A summary of the words our customers used to describe us.
The bigger the word, the more frequently whey appeared in the survey.
All the feedback we got has been incredibly useful to us. It keeps everyone here motivated, but above all, it helps us provide the service that our customers really want.
Many thanks to all those who participated in the survey.