Satisfaction of DB Schenker Logistics customers is measured based on the NPS approach (net promoter score). The survey consists in obtaining answer to one question concerning willingness to recommend our services to an acquaintance or a friend. Depending on the given answer on a ten-point scale respondents are divided into 3 groups of customers: promoters, passive customers, and critics. By deducting the percentage of critics from the promoters we obtain the net result, i.e. net promoter score. The survey is conducted using phone interviews.
|Year||Number of respondents||NPS|
DB Schenker Logistics couriersCOLLAPSEEXPAND
Our couriers have the reputation for:
Implementation and Advisory Projects TeamCOLLAPSEEXPAND
Structures of DB Schenker Logistics include the Implementation and Advisory Projects Team that apart from support during the introduction of the customer to the cooperation offers developmental and advisory actions in the customer's supply chain.
Furthermore, we appoint cross-disciplinary teams consisting of top-grade specialists which:
- together with the customers create dedicated logistic solutions;
- eliminate waste in the processes using Lean Management tools;
- have knowledge about the optimization of the supply chain;
- work based on the certified methodology of projects management.