How global logistics provider DACHSER is improving its service quality with a customized questionnaire system
The Kempten-based logistics company DACHSER has a network of 376 locations worldwide. They think big here—even when it comes to measuring customer satisfaction. To this end, a special analysis was developed that can be used to survey and evaluate individual customer needs in 18 different languages. For even better service quality. Close to the customer.
"Together with mail2many , we mail2many to implement our ideas for a customer satisfaction survey that complies with all legal regulations and also fits into our system landscape."
Jessica Gigl
DACHSER Corporate Marketing
Customized survey tool with maximum flexibility
The survey tool developed in line with the customer's CI makes it possible to ask company-related and area-specific questions and to obtain feedback on service quality and customer satisfaction. In addition, the three relevant logistics areas can launch campaign-related surveys independently of each other. This provides maximum flexibility, which is essential for a large corporation such as DACHSER. Special question structures, cross tables, and free text fields provide meaningful data on predefined characteristics.
High degree of automation and seamless system integration
Thanks to the seamless connection to mail2many , customers mail2many invited to participate in the satisfaction survey directly via email. Recipients who do not respond to the invitation are contacted mail2many thanks to mail2many reminder function.
When processing responses, fully automated functions in the backend facilitate the summarization of data, thereby ensuring error-free evaluation of the responses. Naturally, this is fully compliant with data protection regulations. In addition, thanks to the integration of the etracker tool via plug-in, access figures as well as abandonment and completion rates can be tracked quickly and easily.
Ultimately, the degree of customer satisfaction can be determined for each branch, and its development can also be observed over a longer period of time.
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