In our semiannual customer satisfaction survey, we assess our clients’ satisfaction and perspectives on HUB logistics’ operations to support business development. The survey results reveal a high level of customer satisfaction and trust in our services. In the 2024 survey, our NPS score exceeded the industry average.
Customer satisfaction is of paramount importance to HUB logistics, and we measure it twice a year. According to CEO Joni Sundelin, a customer-centric approach is a vital part of HUB logistics’ strategic focus.
– Customer-centricity is one of our company’s core values, guiding our work at both strategic and operational levels. Our goal is to understand and respond to our customers’ needs in the best possible way.
The customer satisfaction survey includes over 160 contacts from our client companies. In October 2024, the survey received a total of 77 responses, maintaining a good response rate over the last four surveys. This demonstrates our clients’ commitment to providing valuable feedback to improve our partnership.
The latest results show that customer satisfaction is strong, and our clients’ willingness to recommend us has risen above the logistics industry average. Of the respondents, 52.3% recommend HUB, and our Net Promoter Score (NPS) is 46.75. Customers particularly appreciate our relationship management, flexibility, responsiveness to customer needs, and the quality of our services and products.
– The NPS score measured in our survey has improved significantly over the past four years. At the beginning of 2021, our NPS was 21.88, and in the latest survey, it reached a record high of 46.75. This indicates that we have listened to our customers, addressed issues, and focused on what matters most in our partnerships. Our customers perceive our service as high quality and value our partnership, Sundelin says happily.
According to Sundelin, regular customer satisfaction surveys help HUB logistics stay aligned with customer needs and expectations, which can change rapidly as the market evolves.
– Reviewing and analyzing the results are key steps that help us identify areas for improvement and create concrete action plans to enhance customer satisfaction. Through ongoing development efforts, we can continuously improve our service quality and adapt our operations to meet our clients’ expectations.
– I would like to thank all respondents for their contribution by participating in the survey. Together, through open feedback, we can achieve the best results. We greatly appreciate the feedback we receive and the opportunity it provides to grow, Joni Sundelin concludes.
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