28-02-2023
At the end of 2022, we had a customer survey done to gain more insight into our strengths as well as areas for improvement. A customer survey is of great value to us, which is why we used an external company to conduct it, to ensure that the results are as reliable as possible.
Overall, H. Daugaard scored 81 out of 100 for overall customer satisfaction. This is a great result, one we are very proud of, but we certainly don’t intend to rest on our laurels. Our main task is still to continue to improve the level of service we provide to our customers.
The survey classified 90% of our customers as ambassadors or core customers. Having customers who praise us and want to recommend us to their business partners is of great value and importance to us.
We are very proud and pleased to see that our perception of high-level service, delivery reliability, and flexibility matches the experience of our customers when working with us.
What our customers say:
‘All agreements are fulfilled, and inquiries are responded to swiftly.’
‘Quick and competent advice on occurring issues.’
‘Fast response rate.’
‘High-level service.’
‘Completes the tasks to full satisfaction. Always ready to help. Always responds to inquiries.’
‘Openness, flexibility and agility during execution.’
What is important to our customers?
Our close contact and communication with our customers is, without question, the reason we can provide such satisfactory service.
That is because the key factors for our customers are:
- Delivery reliability
- Flexibility
- Personal service
It is precisely this knowledge that we base our values on. And it pays off. Moreover, we can see that the importance of sustainability has increased on the agenda of our customers – which we’re pleased to see. Our customers prioritize the green transition by 74 on a scale of 0-100. At the same time, they rate H. Daugaard’s focus on the green transition at 76. We’re enthusiastic about helping our customers find greener solutions, so it’s great to see that they are requesting it.
H. Daugaard’s drivers receive high praise
In addition to our dispatchers and the rest of H. Daugaard’s staff, who are in daily contact with our customers, the customer survey showed high praise for our drivers. We are pleased to confirm just how important a role our drivers play in our daily business. They are the external face of the company and put our values into practice every day. Customers appreciate easy communication with the drivers, and always meeting friendly and accommodating drivers who exhibit professionalism and competence.
Ensuring customer satisfaction is, of course, a joint responsibility for the entire H. Daugaard group – it’s a team effort, of which we are very proud.
The last time H. Daugaard conducted a customer survey was in 2019 – just before the pandemic. So, we were interested to see the impact of the last three years on customer satisfaction, with H. Daugaard and all other companies being hit by major unpredictability, especially in terms of security of supply.
Back in 2019, the results of our customer satisfaction survey were very satisfactory, and fortunately we can say that the 2022 results meet the same high level.
Should we review your current logistics solution?