Heppner Group's happy clients
In its annual survey, the Heppner-Group evaluated the results of its “client-first” strategy. The French logistics provider established an 86% rate of customer satisfaction for 2023. The survey turnout increased by 3% to 21% this year and comprises clients from diverse sectors and regions.
One of the more criticised aspects is the handling of claims and compensations. Customers’ satisfaction with claims management has risen to 78%. As for compensations, the company now has a 70% customer satisfaction rate.
Heppner recently launched a new customer portal, simplifying information exchange (e.g., freight tracking, carbon emissions data). It has also expanded its delivery portfolio and augmented its international telephone contact system. The company aims to improve on its portfolio and performance for 2024 to further increase client satisfaction. (mk)