Listening to our customers
The Heppner Group attaches fundamental importance to listening to the needs and satisfaction of its customers. Listening is a pillar of our quality policy, which ensures the durability of our relationships. This is concretely translated into the monitoring of customer and recipient satisfaction indicators and short-term action plans or tests on longer-term solutions.
Satisfaction at the heart of the quality policy
Monitoring customer satisfaction is key to identifying areas for improvement. As of 2019, Heppner has selected Net Promoter Score (NPS) as its customer satisfaction metric.
This survey – a web questionnaire – allows us to find out how customers feel about the group’s products and services, but more generally about the brand and the company. Depending on the score given by the customer (from 1 to 10), the customer is classified in one of the 3 categories. The NPS is therefore the net promoter score, which is the percentage of promoters minus the percentage of detractors.
Key findings from the 2021 survey
- 1,832 responses to the questionnaire, an average participation rate of 11% in France, Germany, Spain and the Netherlands.
- 74% of respondents said they were satisfied or very satisfied with Heppner, with an overall NPS of 13 points.
The results of this survey provide an overview of the overall satisfaction of the group’s customers, but above all, a more targeted view – by region, by country, overseas, by type of transport or type of customer and on the different stages of the customer journey.
On this basis, the group implements concrete action plans and formulates specific areas for improvement for managers and teams.
Customer experience is one of our strategic pillars and its improvement is key to our long-term development. Listening to our customers allows us to identify the priority sources of dissatisfaction that we must address to improve Customer Satisfaction: Our first challenge is the quality of the data we offer to our customers, specifically on the tracking of the goods, but also the channels we make available to distribute them; then the management of claims and requests for information and more specifically on our compensation process. In addition, we need to develop more value-added services, particularly for delivery to private individuals or similar recipients (small retailers, craftsmen, etc.). These are the major projects that we have launched and that are beginning to bear fruit since we are seeing a positive evolution in the feedback from our customers even if there is still a long way to go.
CO2 Calculator: Heppner enables its customers to measure their impact
Committed to its own energy and ecological transition, Heppner also wants to help its customers understand the issues and the impact of their transport choices. Thus, the group provides its customers with the CO2 weight linked to their supply chain by type of transport in detail. The customer data provided by the EcoTransIT calculator can be consulted in real time and also extracted from the Heppner portal.
Diversey’s mission is to ensure hygiene and safety in all public places and in industry professionals such as the food and pharmaceutical industries. One of our customers asked us about the CO2 emissions linked to our deliveries to its sites, the possible improvements and the implementation of a CO2 impact monitoring. Heppner offered us a measurement tool that allowed us to respond fully to the request and to make projections on order and delivery models with the customer’s approval. The subject was closed successfully.
