For companies, achieving excellence in customer satisfaction is a real challenge. The level achieved and the margin for progress are measured through satisfaction surveys that evaluate the perception that customers have of the quality of service, the respect of deadlines, the commercial relationship, etc.
For the second consecutive year, from 15 September to 20 October, Viapost surveyed 808 of its customers to measure their level of satisfaction with the services provided.
One of the questions in the survey assesses the NPS, i.e. the likelihood that customers will promote Viapost and DTR services to others. This gives an indicator of the positive (recommendation effect) or negative (warning effect) word-of-mouth that can come from customers whose opinion plays a very important role.
They answered the following question: "On a scale of 1 to 10, would you recommend Viapost?
Viapost obtained a score of 44.8 (vs. 22.16 in 2021), i.e. an increase of over 22 points. An NPS greater than 0 is a good satisfaction index and the closer it is to 100, the better the level of satisfaction.
This rating is calculated by subtracting the percentage of detractors (scores of 1 and 6) from the percentage of promoters (scores of 9 or 10); scores of 7 and 8 being considered passive.
Viapost specialises in three areas of activity:
> Logistics with expertise in sorting, cross-docking and order picking
> Industrial maintenance of logistics equipment
> Road transport as a freight forwarder, with responsibility for optimising, purchasing and supervising the transport of goods in France and Europe.
Viapost carries out its three activities within its network of over 90 locations in France or by integrating teams directly at the heart of its customers' activities.
In the famous NPS question, each activity is given the following score:
Viapost's customer satisfaction survey also asks about the level of customer satisfaction with :
> The relationship with the operational contact person
> Flexibility and responsiveness of the teams
> Project support
> Invoicing compliance
> Respect for the integrity of the goods/materials entrusted
> Compliance with delivery deadlines
> Commercial support
> The ability of organisations to adapt to variations and peaks in activity
Find out more about Viapost's activities on the website www.viapost.fr