Measuring for progress: an indicator to gauge satisfaction and CSR impact
Heppner has been using the Net Promoter Score (NPS) since 2019 to assess customer satisfaction and continuously tune its services. Based on an annual questionnaire, this indicator helps identify areas for improvement while guaranteeing an experience in line with the company’s corporate social responsibility principles. In 2024, 86% of customers said they were satisfied or very satisfied, with an NPS of 53 (+5 points vs. 2023 and +40 points vs. 2021).
This progression was seen across all customer segments, with a notable increase for strategic customers (+12 points vs. 2023). This improvement is reflected in all of the company’s services, including:
- Handling queries and complaints: +4.73 points vs. 2023
- Handling compensation: +4.97 points vs. 2023
These figures were obtained with a response rate of almost 20%, which is considered to be sufficiently representative for this type of survey.
A stronger commitment to long-term customer relations
The strategic objectives defined in the 2025-2027 roadmap consolidate the momentum already gained and fully integrate CSR issues in the customer experience:
– Develop a more responsible transport offering, integrating circular economy principles and giving greater prominence to low-carbon BtoC solutions.
– Accelerate the digitisation of services to reduce paper use and improve energy efficiency: digitised handling of queries and tracking of compensation claims and transport orders from the Heppner portal, more precise tracking of deliveries…
– Strengthen the human element at the heart of customer relations, with targeted actions to improve customer service training and optimise branch organisation to ensure a responsive, personalised service.
Harmonising the customer experience worldwide
Heppner’s commitment to a consistent, satisfying customer experience includes its branches in France, Germany, Spain, Switzerland, Netherlands, Belgium, the United Kingdom and Senegal. The Group deploys and leads a Group-wide Customer Experience community, with action plans defined and put in place at local level to complement projects throughout the Group. The 2025-2027 roadmap also provides for the progressive roll-out of digital services across all the Group’s geographical areas.
