Allyn International Services, Inc. (Allyn) recently concluded its 2009 customer service survey. The annual survey seeks to measure customer satisfaction levels with our Customs, Logistics and Tax Management services.
“The survey results are easily quantified to produce an overall snapshot of customer satisfaction. We can also drill down through the data to identify specific areas for further improvement in 2010,” stated Michal Svoboda, Global Logistics Manager for Allyn. The 2009 survey results were very favorable for Allyn as demonstrated by its high net promoter score. “I was especially pleased with the double digit improvement in our availability score, considering the growth in our customer base,” Michal added.
Allyn achieved a 36% response rate to its 2009 customer service survey. 30% or greater is indicative of a high level of customer engagement and is considered above average for an online survey.
Sample Questions:
Allyn improved its year over year score on Availability to Customer by 10%.
Allyn improved its year over year score on Courteous Attitude and Professionalism by 10%.
Allyn achieved an 87% Net Promoter Score in 2009. This score is derived from responses to the question “Would you recommend Allyn to a friend or colleague?” Compared with the 2008 survey, customers responding “Yes, definitely” increased by 6% and “Yes, with reservations” increased by 3%.
Results in other areas such as Proactive Approach, Relevant Metrics and Reporting revealed a 10 - 15% shift in scores from “Meets Expectations” to “Exceeds Expectations”.
If you are interested learning more about Allyn's 2010 survey, please contact: svoboda.m@allynintl.com