We continuously strive to improve our services, seeing challenges as opportunities to better meet the needs of our customers - shippers of fragile, long, narrow, and hanging products.
A key tool in this process is Feeddex, a platform that systematically collects feedback from both consumers and retailers. Robert Peter, responsible for monitoring and analyzing Feeddex reviews, and Arjen Castelein, Sales Manager, emphasize the importance of these insights in optimizing customer experience and internal processes!
Peters explains: "Feeddex provides us with valuable insights at any time. We ask consumers for feedback shortly after delivery, inviting them to share their experience and suggest improvements. This quick follow-up results in a high response rate, as the experience is still fresh in their minds."
"At the end of the short survey, we subtly encourage customers to leave a Google review as well. This has significantly increased our Google Reviews, which is a great bonus of our Feeddex approach," says Peters. A direct link to the Google Review page makes it easy for customers to share their opinions. Last year, we received over 22,000 responses via Feeddex. Feedback is measured across key satisfaction indicators, such as the delivery and return process, driver performance, and overall service quality. While our scores are high, we continuously strive for improvement.
In addition to consumer feedback, we systematically collect input from retailers. We engage this group with specific questions on aspects such as delivery reliability, product quality, and collaboration. Insights from this feedback allow us to make targeted improvements to our logistics process and enhance communication with these valued customers. We actively seek new ways to innovate our services and have independently sent surveys to retailers twice, yielding valuable information.
A crucial part of our feedback analysis is the Net Promoter Score (NPS) priority matrix. This matrix identifies key areas for improvement based on customer feedback. We use it to analyse factors such as customer satisfaction, delivery performance, and the role of the driver.
"We must be careful not to misinterpret feedback," warns Peters. "By categorizing responses into specific ares like 'delivery to the right location' and 'pre-delivery communication,' we can quickly pinpoint where issues arise."
This structured approach enables us to implement targeted improvements on the most critical points.
Just like with clothing, you want curtains and window coverings to arrive withour creases or damage during transport. NE DistriService offers a specialized transport service, delivering curtains and other window coverings hanging to ensure they arrive in perfect condition. This is especially ideal for large, delicate curtains.
Arjen Castelein emphasizes that Feeddex's full potential has yet to be fully utilized. "In the near future, we want to leverage its extensive analytics even more," he says. At NE DistriService, we believe that customer satisfaction at the final destination is the ultimate measure of our success. With this proactive, customer-focused approach, we continue to challenge and improve ourselves - benefiting both retailers and end customers alike.
Wondering how our insights and methods can support your business? We are happy to explore the possibilities with you: Contact us here
