3. November 2021 | News

What can we learn from customer satisfaction surveys?

Customer Experience? That’s not a department, we do it together!’

We use the TRIM to measure periodically how our customers experience our service, and how DPD performs compared to other parcel delivery firms. In short: are we doing well, or not? Cherryl de Veth explains the trends and gives us a peek at the results of the most recent TRIM:

‘Our scores in the TRIM haven’t been very good recently. Since 2017 the trend has been downwards, which isn’t in line with our ambitions, of course. And so alongside the annual review we have started conducting monthly TRIM reviews. The random sample from these reviews is smaller, but still gives us a good idea of our performance. And the good news is that we have managed to reverse the trend and are now scoring better than last year. It’s logical that our ambition is from now on to improve our score, year on year. That’s how we can achieve our ambition: to excel in customer experience!

One point for improvement that emerged from the survey is the quality of delivery. We can still take steps to improve this throughout the entire chain. Contact with DPD also produced lower scores. Our accessibility has improved and we have cleared much of the backlogs. But when things go wrong, the customer feels that we don’t resolve the problem effectively enough. Luckily there are also areas where we score well. For example, we receive a lot of positive feedback about our delivery personnel. Customers sending parcels are particularly satisfied with the flexible attitude of the collection drivers. That’s really nice to hear, of course!

So, thanks to the TRIM, we have a clear picture of the customer’s needs. We can use the facts and figures to see where we can still improve in the chain. Because of Brexit and COVID, we had to make do with what we already had for quite a while. It’s now time to take a close look at the processes, to see where we can coordinate things better and continue to improve customer satisfaction.’