- GEODIS won the 2024 Singapore Customer Experience of the Year – Logistics Award at the Asian Experience Awards.
- Their technology-driven Voice of Customer (VoC) program is key in enhancing customer satisfaction and real-time service improvements.
- The program’s success has resulted in a doubling of their Net Promoter Score (NPS) to +48 and 82% of customers indicating high satisfaction.
GEODIS, a global leader in transport and logistics, has been recognized with the Singapore Customer Experience of the Year – Logistics Award at the 2024 Asian Experience Awards. The award highlights GEODIS’s continuous efforts to enhance customer satisfaction through its innovative Voice of Customer (VoC) program.
GEODIS’ Focus on Long-Term Customer Value
GEODIS is focused on creating long-term value for its customers by building strong customer rapport. To close service gaps efficiently, they launched a continuous VoC program in 18 markets across APAC and the Middle East.
This initiative ensures real-time feedback and swift corrective action, complementing their annual Global Customer Satisfaction Survey for comprehensive customer experience analysis.
Real-Time Feedback through VoC Program
The VoC program stands out due to its deployment of targeted surveys immediately after key customer interactions.
These real-time, closed-loop feedback mechanisms enable GEODIS to identify and resolve service gaps within five business days. It ensured proactive handling of customer concerns.
Turning Feedback into Actionable Insights
GEODIS leverages advanced analytics to turn customer feedback into actionable insights, identifying pain points and drivers of satisfaction.
This data-driven approach allows the company to prioritize issues and deliver targeted improvements to enhance the overall customer experience.
Positive Customer Satisfaction and NPS Growth
The VoC program has led to improved customer satisfaction, with 82% of customers in 2024 reporting they were either “very satisfied” or “extremely satisfied”.
Additionally, GEODIS achieved a Net Promoter Score (NPS) of +48 in 2024, double the previous year, indicating growing customer loyalty and advocacy.
Commitment to Exceptional Customer Experience
“Receiving the Customer Experience Award is a testament to our commitment to placing the customer at the heart of everything we do,” said Onno Boots, Regional President & CEO, of Asia Pacific, and Middle East.
“We firmly believe that delivering exceptional customer experiences is critical to our long-term success and growth. Our VoC feedback program has significantly strengthened our ability to build deeper relationships with our customers. Crucially, it ensures we can respond to their needs with greater agility and precision than ever before.”
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Source: GEODIS
