In the semi-annual customer satisfaction survey, we assess our customers’ satisfaction and insights to support the development of HUB logistics’ business. The results of the 2023 survey are at a good level, exceeding the industry average.
Customer satisfaction is very important to HUB, and it is regularly examined. According to Joni Sundelin, the CEO of HUB logistics, customer-centric operations are an essential part of their strategic approach.
– One of our strategic goals is to maintain a customer-centric operating model, which is a fundamental pillar of business leadership. Customer-centricity was elevated to one of our values in 2022, underscoring the importance of customer-centric work in our organization.
The customer satisfaction survey includes over 160 contacts from our client companies. The latest results indicate that customer satisfaction is at a good level, surpassing the industry average. Customers particularly appreciate the management of customer relationships, flexibility, attention to customer needs, as well as the quality of services and products.
Half of our respondents recommend HUB, an increase from 45% in the survey conducted in the spring of 2023. The Net Promoter Score (NPS), measuring the likelihood of recommendations, stands at 41.46.
Over the past three years, the NPS has significantly improved. In 2020, the score was 17.94.
Sundelin states that systematic work towards better customer satisfaction has yielded positive results over the long term.
– We have listened carefully to customer feedback, and with the measures we have taken, we have been able to improve satisfaction year by year. These are not just numbers; they reflect the entire organization’s commitment to customer satisfaction. We are pleased that the number of promoters has more than doubled over the past three years, Sundelin commented.
Based on the research results, an action plan will be developed to further enhance customer satisfaction. Sundelin emphasizes the importance of addressing issues and responding to feedback.
– It is crucial to react and take action so that we can meet our customers’ expectations and deliver the flawless and high-quality service we promise. In some areas, the ratings have developed well, and we will continue with strategic steps. I want to thank our customers for their valuable feedback, which is crucial for our development.
