The customer experience, a strategic lever and core pillar of our corporate responsibility

Heppner has been using the Net Promotor Score (NPS) since 2019 to assess customer satisfaction and identify areas where its services can be improved.  

In 2025, the Group achieved a score of 54 (vs. 53 in 2024), confirming a steady upward trend for the 6th year running.  

Beyond the score itself, it is the continuous improvement over the years that is driving progress in the Group. This approach is based on a virtuous circle: 

1. listen to our customers and measure their satisfaction; 
2. analyse the friction points and expectations expressed;   
3. put in place improvement actions or projects at branch, regional and Group levels; then 
4. regularly reassess our customers’ perception. 

Most customer segments show improvement between 2024 and 2025, except for the newer segments which will receive added attention in order to accelerate the development of reciprocal trust. Our main ambition is for all of the Group’s regions and branches to achieve the same level of excellence. 

Complementing the NPS, the customer satisfaction score (CSAT) showed a satisfaction rate of 89% in 2025, with year-on-year improvement. With a response rate of 22%, the survey provides highly representative results and reflects our customers’ commitment to contributing actively to improving our services. 

 The strategic objectives defined in our 2025-2027 roadmap fully integrate CSR issues in the customer experience. In particular, the Group is focusing on three main priorities: 

• Develop more responsible transport solutions  

Heppner supports its customers in reducing the environmental impact of their logistics flows, notably through less carbon-intensive transport solutions and the gradual integration of circular economy services.  

• Accelerate service digitalisation  

Digitalisation contributes to improving operational efficiency while reducing paper usage and administrative processes.  

• Strengthen the human dimension of customer relations 

Our support quality depends on the level of expertise and proximity shown by our human teams. Targeted actions are undertaken to support customer service teams and optimise branch organisation to ensure a responsive, personalised service. 

As environmental considerations play an increasingly important role in our customers’ logistics decisions, Heppner has made transparency on the carbon footprint of its transport operations one of the key elements of customer relations. 

Now, our customers can use the customer portal or APIs to access directly all the data on their environmental impact, including: 

• Well-to-wheels (WTW) CO₂, equivalent emissions for each activity. 

• Average performance expressed in grammes of CO₂, emitted per tonne of goods carried.  

• Detailed data on gas emissions affecting air quality.  

This information is available for individual shipments, accompanied by an explanatory guide to help customers understand and use the data. 

Wishing to offer our customers a consistent, reassuring experience throughout our network, we are progressively rolling out shared tools at Group level.  

A new telephone system is currently being deployed to harmonise customer reception and expedite query handling. 

Customer feedback mechanisms are also being implemented across the network (via centralised surveys or unified management of Google reviews, for example).  

For shipment tracking, all consignees, wherever they are in the world, can now track their parcels through a single website. 

The launch of RFID technology within SAFRAM further enhances real-time traceability (more reliable, faster, and better control of logistics flows).  

In 2025, a new portal was opened that allows our customers to track their ocean or air shipments anywhere in the world. 

Each customer has a dedicated contact, who is responsible for coordinating all operations, from analysis of the transport need to final delivery. This representative works closely with our air, ocean and rail experts and our customs specialists in order to guarantee smooth, responsive tracking of shipments.  

With Customer Service Overseas teams present in 10 branches in France, they combine local proximity with international expertise to deliver reliable, competitive door-to-door solutions worldwide.