It’s more than just goods we’re trying to deliver to our customers
Interview on the results of a customer survey conducted together with Staffino
Lyreco recognises that the key to success is customer satisfaction.
It is constantly striving to improve its services. A recent customer satisfaction survey carried out in partnership with Staffino uncovered a number of important findings, which the company has responded to in order to improve its delivery services.
Read our interview with logistics director Andrej Obložinský and distribution manager Robert Ferencz to learn more about these findings and how Lyreco responded to the customer feedback.
In our industry, it’s important to know what our customers think of our services. We decided that, rather than making mistakes and then trying to learn from them, we would reach out to the experts at Staffino to gather customer feedback for us. This feedback has provided us with valuable information directly from our customers.
1. The survey showed that customer satisfaction in the Czech Republic and Slovakia was exceptionally high. What specific aspects surprised or pleased you and your colleagues in the logistics department the most?
We were impressed by how willing our customers were to give us feedback, and by how positive they were about our delivery services. What pleased us most was the feedback on our drivers, with customers noting how satisfied they are with them.
The survey also provided us with useful insights into customer preferences. This data will be a big help to us in optimising our services and their impact on the environment and, of course, in improving the quality of delivery.
2. The survey was carried out in partnership with Staffino Experience Management Platform. How has technology helped you to collect and analyse customer feedback and how has this enabled you to improve your services?
Staffino’s expertise has enabled us not only to collect and analyse customer feedback, but also to quantify and better evaluate it. This has helped us to identify new opportunities to improve and optimise our services. It has also made us understand how we can enhance both the customer and employee experience.
Another area in which the survey helped us was to pinpoint opportunities that would optimise the environmental footprint of our delivery services. For example, we discovered that customers are willing to wait longer for delivery if it means their parcel will be delivered in a more sustainable way. This enabled us to roll out new, more environmentally friendly delivery options.
3. The approach taken by drivers appears to be a major contributor to customer satisfaction. What action is Lyreco taking to ensure that its drivers continue providing the kind of quality service that customers value?
First of all, we actively communicate with the couriers and transport companies we work with. We work with them to share the preferences of our customers and try to understand their requirements. This helps us to establish clear and consistent quality standards for our drivers.
Secondly, when we see that certain drivers have an excellent track record of customer satisfaction, we are keen to share their experiences with others. This helps us to disseminate good practices and improve the quality of our services as a whole. We believe that, by taking these steps, we can ensure that our drivers deliver the quality of service appreciated by our customers.
Our drivers are aware of and motivated by positive customer feedback.
4. Delivery to your desk is one of Lyreco’s most in-demand services. How does the company make sure this service is provided consistently and what arrangements are in place to deal with any problems/complaints?
To start with, it needs pointing out that this service relates to parcel shipments. When it comes to shipping on pallets or to oversized deliveries, customers have different expectations. The survey confirmed that some 20% of respondents do not need this service.
We consistently deliver on this service by:
- Building on our know-how and years of experience in this field. We are constantly working to improve our services and our systems, partners and people.
- Regularly monitoring the quality of this service via customer feedback. This information helps us to spot potential problems and take action to address them. For example, if we see that there are issues in meeting the schedule, we work with our transport companies to fix the problem.
- Having clear and consistent quality standards in place for our delivery-to-desk service. These standards include, for example, keeping to schedule, delivering goods undamaged, ensuring that drivers are professional. We respond to problems or complaints immediately. We try to find a solution that suits both the customer and ourselves.
We believe that these measures help us to ensure that the delivery-to-desk service is of a high standard and that customers are satisfied.
Continue reading
How a Staffino satisfaction survey confirmed Lyreco’s customer satisfaction
How to improve customer experience and employee satisfaction
