Automating customer satisfaction measurement in logistics

In the logistics sector, challenges abound: inventory management, optimizing delivery times, order preparation, and maintaining a strong brand image. Customer satisfaction is a key indicator of the quality and efficiency of logistics operations. To assess satisfaction levels, companies must implement effective methods for collecting feedback. Sending automated satisfaction surveys is an innovative strategy for improving the responsiveness and quality of logistics services.

Optimize the sending of satisfaction surveys to improve responsiveness and service quality

Automating customer satisfaction surveys is essential for logistics companies looking to improve their operations. Organizations can save time and effort by using automated tools to create customer satisfaction surveys. These tools also enable surveys to be distributed and analyzed in the logistics industry. This allows data to be collected in real time, providing an immediate view of customer satisfaction and enabling greater responsiveness.

According to a Gartner study, companies that automate their customer feedback collection processes see a 15% increase in their response rate and a 40% reduction in the time needed to analyze the data collected.

This statistic highlights the considerable impact of automation on the efficiency and quality of logistics services. By adopting this technology, companies can quickly identify anomalies and rectify them, ensuring continuous improvement in their operations.

Let’s take the example of Onet Logistique, which conducted a satisfaction survey in 2022. The results showed that 92% of their customers were satisfied, with over a third declaring themselves very satisfied. The main reasons for satisfaction were the responsiveness of the teams (92%), the expertise of the agents (100%) and the effective management of exceptional requests (91%). These results demonstrate the importance of automation in maintaining high service standards and responding rapidly to customer needs.

Companies can improve their responsiveness by using automated surveys. This enables them to better understand customer needs and personalize their products or services. Analysis algorithms can identify trends and emotions/feelings in open-ended responses. (Read our article on detecting weak signals with AI) This helps to quickly identify areas for improvement.

This is crucial for optimizing logistics processes and improving overall efficiency. Well-organized, responsive operations make customers happy, reduce costs and improve customer satisfaction scores, contributing to long-term revenue growth.

What about the benefits at different levels of the supply chain?

#1. Benefits for deliverers and partners

Automation tools for satisfaction provide delivery drivers and partners with real-time feedback on their performance, enabling them to quickly adjust their working methods. Thanks to these automated tools, accurate and instantaneous data enables them to identify their strengths as well as areas requiring improvement.

This immediate visibility helps to increase their operational efficiency by providing clear indicators of success. In addition, the constant and structured feedback they receive reinforces the feeling of appreciation and commitment among delivery drivers and partners, potentially leading to greater job satisfaction and a reduction in staff turnover rates.

#2. Benefits for customers and shippers

For customers and shippers, satisfaction automation guarantees a quick response to their needs and concerns. In case of problem, automated systems can immediately inform the appropriate managers, enabling quick solution.

Furthermore, customers benefit from more transparent communication thanks to regular and accurate updates on the status of their shipments. This responsiveness and transparency strengthens customers’ trust in logistics services, thereby increasing their loyalty. By getting quick answers and solutions, they are assured that their concerns are taken seriously, helping to improve their overall satisfaction.

#3. Benefits for recipients

Recipients benefit from a more reliable and accurate service thanks to automation. Deliveries are on time, providing accurate updates on the status of their shipments. Automation reduces delivery errors and delays, reducing the frustration often associated with receiving packages. In addition, recipients receive proactive notifications about the progress of their delivery, improving their ability to plan and manage the receipt of their package. This enriches their overall experience, providing peace of mind and enhanced satisfaction.

Impact on sustainability and logistics efficiency

Automation of satisfaction measurement has a sustainable impact on logistics efficiency at various levels:

1. Reduction of logistical inefficiencies.
   1. Optimization of delivery routes.
      Real-time feedback enables itineraries to be adjusted to minimize delays and maximize delivery efficiency, thereby improving the supply chain.
   2. Proactive inventory management.
      The collected data helps anticipate demand fluctuations, reducing the risks of stockouts or overstocking. This allows for maintaining optimal stock levels and reducing associated costs.
2. Improving service quality.
   1. Quick identification of problems.
      Automated surveys can quickly detect recurring problems in logistics operations, such as delays or errors in order picking. This enables them to be quickly corrected and service quality improved.
   2. Reduced processing times.
      By streamlining processes thanks to survey insights, companies can reduce order processing and delivery times, resulting in improved customer satisfaction and increased efficiency.
3. Tracking and standardization of performance.
   1. Real-time tracking.
      Continuous data collection via surveys enables ongoing tracking of logistics performance. Companies can adjust their operations in real time to maintain a high level of service and meet customer expectations.
   2. Process standardization.
      Automation helps establish consistent service standards across different regions and market segments, ensuring consistent quality of products and services.
4. Engagement and cost reduction.
   1. Increased customer commitment.
      By sending out targeted surveys on a regular basis, companies can increase response rates and customer engagement in the continuous improvement process. More engaged customers are more likely to provide detailed feedback, helping companies to better understand their needs.
   2. Cost reduction.
      Optimizing processes thanks to survey insights can reduce inefficiencies and operational costs. For example, by avoiding repeat deliveries or improving returns management, companies can achieve significant savings, strengthening their brand image and promoting positive word-of-mouth.

In conclusion, automating the sending of satisfaction surveys in the logistics sector is a powerful lever for improving responsiveness and service quality.

By integrating these tools, companies can not only optimize their supply chain processes, reduce costs and improve their customer satisfaction score, but also strengthen their brand image and encourage positive word-of-mouth. Implementing logistics customer satisfaction surveys at key moments in the customer journey helps to better understand and respond to expectations, ensuring sustainable and effective long-term growth.

Automate your satisfaction measurement processes with Feedier

Feedier not only automates the sending of your surveys, it also automates the process of analyzing customer, recipient, deliverer and sender feedback. In this way, the platform saves you time.

In a logistics context with numerous contact points to manage and analyze, Feedier quickly solves this complex challenge.

All feedback and business data are centralized on the platform and analyzed in real time using Natural Language Processing (NLP). This technology extracts key themes and weak signals, as well as evaluating overall feeling. As a result, your operational teams save hours of textual analysis, while having the time they need to address these anomalies. Additionally, Feedier enables you to generate automated reports and action plans to stay ahead of the competition, while acting with confidence and clarity. You can, if you wish, request a demo of the platform.