A proactive approach to customer concerns
Transport and logistics provider Geodis has won the Singapore Customer Experience of the Year – Logistics Award at the 2024 Asian Experience Awards in recognition of its efforts to enhance customer satisfaction through its technology-driven “voice of customer (VOC)” programme.
To ensure a constant feedback loop and timely closure of service gaps, Geodis introduced the software to 18 markets in the Apac and Middle East region, enabling real-time feedback and immediate action when necessary.
The VOC programme deploys brief, targeted surveys immediately following critical interactions along the customer journey. This real-time, closed-loop feedback allows Geodis to pinpoint and address potential service gaps within five business days. (cj)