The last-mile delivery process is often the most challenging part of the supply chain, particularly…
February 26, 2025
Celebrating client satisfaction
Carousel Net Promoter Score (NPS) survey results – November 2024
In today’s competitive landscape, client satisfaction is more than just a metric; it’s the cornerstone of a thriving business, especially when it comes to critical logistics services. At Carousel, we commit to understand our clients’ needs and exceed their expectations. To that end, we conducted our second systemic Net Promoter Score (NPS) survey in November 2024, reaching out to our contacts across the UK, DACH region (Germany, Austria, Switzerland), and Ireland.
The purpose of this survey was to gauge our clients’ overall satisfaction with our services and identify areas for improvement. We believe that by actively listening to our clients, we can continuously enhance our offerings and build stronger, more enduring partnerships.
Exceptional results
We are thrilled to announce that our overall NPS score is 70, a significant improvement from our July survey where we scored 53, placing us well above the industry average of 40 (Survey Sensum, 2024), and demonstrating our commitment to delivering exceptional service and exceeding client expectations.
Continuous improvement
Based on the survey results, we are focusing on three key areas for improvement:
1) Refining our client portal, Gateway®, to enhance the tracking flow and minimise confusion related to exception codes.
2) Maintaining and growing our SLA of 98% with our service partners to ensure consistent service quality.
3) Fine-tuning our real-time tracking capabilities, particularly for our By:NIGHT service., to provide our clients with even greater visibility and control.
Thank you to all our clients
We would like to express our sincere gratitude to all our clients for their continued trust and support. Your feedback is crucial in helping us continuously improve our services and deliver the promise that makes us your trusted partner for critical logistics.
If you have any further feedback or suggestions, please do not hesitate to contact your dedicated account manager. We look forward to continuing to build a strong and successful partnerships with you.
Related Posts
