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Category: Feedback Customers & Relations, Sharing Best Practices
VSL is perceived as a flexible player.
In the past weeks, VSL SiloLogistics conducted its first customer satisfaction survey since going independent. Customer contacts were approached via email and asked to respond online to a few brief questions about their perception of the 'new' VSL. 'Were you even aware that we are now independent, which key words do you feel best describe the service level provided by VSL, how do you rate customer focus, quality of communication and level of expertise of your contact at VSL?' These were a few of the questions.
Close to fifty percent of customer contacts approached took the time to respond and the answers all emphasized that 'flexibility' in particular is perceived as a strength of the company. All questions requiring a rating, ranging from poor (1) to very good (5), scored on average between 3.5 and 4.5. Good but not good enough, as we wish to keep raising the bar. So, VSL survey takers Ben van Hove and Wouter van der Sanden were very happy with all the additional comments received along with the responses. This is helpful input for our continuous process of improving service levels. Thus the first customer satisfaction survey served its purpose. All respondents: thanks!
February 2010