The latest trans-o-flex customer survey, which has been conducted quarterly since 2020, sees the continuation of the positive trend of previous surveys. “Our fans are constantly growing in number,” said Lutz Blankenfeldt, Head of Strategy, Commercial & Marketing, summing up what he considered to be the most important result. “Our customers are well aware that we use the results of the survey to optimise our processes and implement their requests. These positive results motivate us all to continue and further increase customer satisfaction.”
In addition to the general rating trend, there are customer ratings in two important individual areas in particular that, according to Blankenfeldt, “make people sit up and take notice.” The most recent survey showed for example: “Our customers perceive trans-o-flex as an innovative company. Also, the rating of key areas such as customer service, sales and operations has improved again in all categories compared to 2019.”
The survey also asks what the most important requests and requirements of trans-o-flex customers are for the logistics service. At the top of the list were the security of the shipments, a fast delivery time and the consideration of the consignee’s requests. The topic of consignment tracking with vehicle tracking and detailed information on the consignment also plays an increasingly important role from the customer’s point of view.
In the eight individual criteria regularly surveyed, trans-o-flex stands out positively from other service providers, especially in the areas of speed, security, reliability and quality. In all these areas, more than 8 out of 10 customers rate trans-o-flex better than the competition. Compared to the previous survey (2nd quarter), the flexibility rating has improved significantly. There was a jump of four percentage points here. This means that 73% of all respondents confirmed that trans-o-flex is more flexible than the competition.