Case Studies

Customer Survey to Identify Key Areas for Future Service Enhancement and Obtain Perceptions of Key Strengths and Weaknesses.

Andrew Lester & Associates conducted this customer survey for one of the world’s leading international air freight transportation and supply chain management companies across three major markets in Europe. Its aim was to assess customer satisfaction levels with the various aspects of the freight service, identify key areas for future service enhancement and obtain an objective view of key strengths and weaknesses.

The interview programme was designed to capture a combination of quantitative and qualitative perceptions of users’ recent experiences. Some of the key issues included freight forwarder selection criteria, performance analysis, customer satisfaction, causes for customer dissatisfaction, improvement suggestions, comparisons with other freight forwarders and customer loyalty.

Results were used for in-house communications, marketing planning and as a sales development tool for regional account managers.