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Customer at the center: Service Quality Survey 2024
This year, we have once again conducted a comprehensive survey to evaluate the quality of our services. This survey, carried out in collaboration with the University of Information Technology and Management in Rzeszów, aimed to assess our customers’ satisfaction and identify areas needing improvement. This is yet another survey of its kind, allowing us to continuously enhance the services we offer.
EURO24 Service Quality Survey conducted in collaboration with the University of Information Technology and Management in Rzeszów
Method description
The SERVQUAL method was used in the survey, which allows for an accurate assessment of customers’ perceptions of service quality. This method involves identifying and analyzing the gaps between customer expectations and the actual level of services provided. The results indicate where improvements are necessary to meet or exceed customer expectations. The questionnaire evaluated 22 aspects crucial to the functioning of a transport and logistics company on a 7-point scale across 5 key dimensions, allowing for a thorough analysis of quality in specific areas.
Survey results
The survey included 126 randomly selected clients from Poland and other European countries, operating in industries such as automotive, aviation, construction, chemical, electronics, exhibition, furniture, and more.
Customer centricity is embedded in our DNA. We work and develop for our clients, and they are our primary focus. By collaborating with many diverse industries, we understand how important it is to comprehend the specific needs of each one from the customer’s perspective. This insight allows us to tailor our services to the unique expectations of various sectors, which is the foundation of our success. Thanks to regular surveys and customer feedback analysis, we can continuously improve our operations to ensure the highest quality of services and build lasting, trust-based relationships.
Automotive
Aviation
Construction
Chemical
Electronics
Exhibition
Furniture
Other
Based on the empirical research conducted, the following conclusions were drawn:
The average service quality rating exceeds customer expectations, and the overall service quality meets their requirements. The most significant negative gaps, where expectations were higher than actual perception, were identified in the areas of transport safety assurance and punctuality (-0.33), on-time delivery (-0.31), and response time to transport inquiries (-0.30). The highest positive gaps were found in engaging content on social media channels (0.67), thematic webinars and interviews that highlight the company (0.56), and ease of navigation on the website (0.53).
Customers expressed satisfaction with the services received in 10 out of 22 cases. In the area of tangibles, service quality exceeded expectations, whereas improvements are needed in the dimensions of reliability, responsiveness, assurance, relationship building, and empathy with individual approach. The highest satisfaction was achieved among clients who used the company’s services several times per quarter (0.29).
The length of cooperation also mattered – the highest ratings were given by clients who had been cooperating for 2-3 years (0.23). The branch location did not affect the satisfaction level, but domestic clients were more satisfied with the company’s services compared to international clients.
Division into areas of survey
The survey was divided into five key areas:
- Reliability: Assessment of the timeliness and dependability of service delivery.
- Responsibility: Analysis of the company’s responsiveness to customers’ needs and problems.
- Trust and relationship building: Evaluation of the professionalism and credibility of the staff.
- Empathy and individual approach: The company’s ability to treat customers individually and understand their needs.
- Brand recognition and image: The appearance, equipment, and availability of the company’s resources.
Reliability
Reliability is the cornerstone of every transport and forwarding business, including Euro24. The key importance of reliability in our services is multifaceted and impacts all stages of collaboration with our clients.
Timeliness of deliveries
The timeliness of deliveries received 91.9% of the maximum possible rating. Clients rated this service at 6.43 points, compared to their expectations of 6.74 points.
Agreed terms
The company adheres to the agreed terms at every stage of the transport assignment, receiving 94.0% of the maximum possible rating. Clients rated this aspect at 6.58 points, slightly below the expectations of 6.78 points.
Response time to transport inquiries
The response time to transport inquiries is 15 minutes, which received 87.1% of the maximum possible rating. Clients rated this aspect at 6.10 points, while their expectations were 6.40 points.
Safety guarantee
Euro24’s transport services provide a guarantee of safety and timeliness, reflected in a score of 92.1% of the maximum possible rating. Clients rated this service at 6.45 points, while their expectations were 6.79 points.
Reliability is the foundation upon which we base our operations. Clients highly value the timeliness of our deliveries, appreciating our consistency and dependability. Our company adheres to the agreed terms at every stage of the transport assignment, which fosters trust and confidence among our clients.
Our swift response time to transport inquiries, averaging 15 minutes, is another testament to our efficiency and commitment. Our transport services guarantee safety and punctuality, which are of utmost importance to our clients. These results motivate us to continue improving and maintaining the high standards of our services.
Responsibility
Responsibility in customer service is a crucial element that affects customer trust, satisfaction, and loyalty. At Euro24, we place great emphasis on this area, as it directly impacts the quality of our services and the perception of our company by our clients.
Order status
Clients are always informed about the status of their order at every stage, which was rated at 93.3% of the maximum possible rating. Clients rated this aspect at 6.53 points, exceeding the expectations of 6.51 points.
Problem solving
Company employees promptly respond to emerging issues and quickly propose solutions, which received 93.0% of the maximum possible rating. Clients rated this service at 6.51 points, slightly below the expectations of 6.78 points.
Corrective actions
Employees are able to admit mistakes and initiate corrective actions, which was rated at 93.1% of the maximum possible rating. Clients rated this service at 6.52 points, while their expectations were 6.69 points.
Sustainable development
Euro24 undertakes initiatives related to ecology and sustainable development, which were rated at 79.7% of the maximum possible rating. Clients rated this aspect at 5.58 points, slightly exceeding their expectations of 5.56 points.
In the area of responsibility, Euro24 has achieved results that reflect our commitment and professionalism. We always keep our clients informed about the status of their order at every stage, building their trust and confidence in our services.
Our employees promptly respond to emerging issues and quickly propose effective solutions. We are able to admit mistakes and take corrective actions, demonstrating our responsibility and concern for customer satisfaction.
We treat each order with the appropriate priority, ensuring it is carried out according to our clients’ expectations. Additionally, we actively undertake initiatives related to ecology and sustainable development, which are appreciated by our clients.
Trust and relationship building
Trust and relationship building are key elements that influence the success of any company, including Euro24. Mutual trust and strong relationships with clients are the foundation upon which we base our operations.
Reliability and professionalism
Euro24 employees are reliable and professional, which was rated at 94.3% of the maximum possible rating. Clients rated this aspect at 6.60 points, slightly below the expectations of 6.66 points.
High personal culture
Employees are characterized by high personal culture, courtesy, and a friendly attitude towards clients, which received 95.3% of the maximum possible rating. Clients rated this aspect at 6.67 points, exceeding the expectations of 6.63 points.
Certifications
The quality certificates held by Euro24 meet the needs of clients’ organizations, which was rated at 91.7% of the maximum possible rating. Clients rated this aspect at 6.42 points, exceeding their expectations of 6.17 points.
Quality and price
The quality of the services provided is adequate to the price, which received 89.7% of the maximum possible rating. Clients rated this aspect at 6.28 points, slightly below the expectations of 6.54 points.
Empathy and individual approach
Empathy and an individual approach are key aspects that impact the quality of customer service and the building of lasting relationships. At Euro24, we pay special attention to these areas because they directly influence customer satisfaction and loyalty.
24/7 Support
The company’s support is available around the clock, which is reflected in a score of 92.7% of the maximum possible rating. Clients rated this service at 6.49 points on a seven-point scale, exceeding their expectations of 6.38 points.
Individual requirements
The company is able to adapt to individual client requirements, achieving 92.1% of the maximum possible rating. Clients rated this at 6.45 points, slightly lower than the expectations of 6.55 points.
Openness
Euro24 employees are open to suggestions and feedback from clients, as evidenced by a score of 93.0% of the maximum possible rating. They received a rating of 6.51 points, exceeding clients’ expectations of 6.44 points.
Priority
Employees correctly identify client priorities, which contributes to high-quality cooperation. This aspect received 93.3% of the maximum possible rating, with a score of 6.53 points compared to expectations of 6.54 points.
Brand recognition and image
Brand recognition and image are key elements that influence the success and long-term position of any company, including Euro24. A strong brand and positive image contribute to numerous benefits that directly impact the growth and operation of our company.
High personal culture
Employees exhibit high personal culture, courtesy, and a friendly attitude towards clients, which was rated at 95.3% of the maximum possible rating. Clients rated this aspect at 6.67 points, exceeding the expectations of 6.63 points.
Vehicle branding
The company’s vehicle branding is highly recognizable, which was rated at 82.7% of the maximum possible rating. Clients rated this aspect at 5.79 points, exceeding the expectations of 5.48 points.
Social media
The content on Euro24’s social media channels is interesting and engaging, which received 80.6% of the maximum possible rating. Clients rated this aspect at 5.64 points, exceeding the expectations of 4.98 points.
Webinars
Thematic webinars and interviews with employees on industry topics organized by Euro24 distinguish the company from its competitors, which was rated at 78.3% of the maximum possible rating. Clients rated this aspect at 5.48 points, exceeding the expectations of 4.93 points.
In the area of brand recognition and image, Euro24 has received very positive ratings from clients. The high personal culture of our drivers has been highly appreciated. The branding of our vehicles is recognizable and attracts attention, which has also been positively evaluated by clients.
The content we publish on social media channels is interesting and engaging, setting us apart from the competition. Our thematic webinars and interviews with employees draw attention and are highly rated by clients.
Our website is user-friendly, significantly enhancing the positive user experience. These aspects demonstrate that Euro24 effectively builds its image as a modern, engaged, and customer-friendly company, translating into high brand recognition and positive perception.
We extend our heartfelt thanks to everyone who participated in the Euro24 Quality of Service Survey. We are incredibly grateful for your feedback and comments, which are an invaluable source of knowledge for us. Special thanks go to the University of Information Technology and Management in Rzeszów for their professional cooperation and support in carrying out this project.
The survey results have allowed us to identify areas where we can still improve. We will draw conclusions from them and take appropriate steps to further raise the standards of our services. We assure you that we will continuously strive to enhance our processes and increase customer satisfaction, ensuring that Euro24 remains a leader in the transport and forwarding industry.
Once again, thank you for your trust and support. We invite you to follow our ongoing efforts and future survey results, which continually help us grow and meet your expectations.
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