MADISON, New Jersey, November 15, 2011 - Damco - one of the world’s leading providers of freight forwarding and supply chain management solutions – has in a recent customer satisfaction survey asked 2,540 customers to rate the company’s performance. The result is an impressive improvement moving from average performance to high scorer.
Every year Damco asks its customers about how they rate Damco performance. In the recent survey 75 % of the customers said that Damco was average or above average in the industry. Also 84 % agreed that Damco is a very innovative company, and 66 % of the respondents would like to do more business with Damco.
“We have placed the customer at the center of everything we do, also at the executive level, and our departments strive to work more closely together to ensure the customers’ needs are met. The new result shows that customers are acknowledging what we are doing. We are very happy about this but by no means content. We make every effort to constantly improve - "We work very hard to see things from the customers’ perspective and try to identify what is important to them. This allows us to create solutions that add value for the customer,” says Chief Commercial Officer Martin Thaysen.
The feedback from customers also shows that compared to competitors Damco is scoring high in understanding of customers’ needs, service delivery and account management.
Satisfaction starts at the top
Every month Damco's Chief Executive Officer Rolf Habben-Jansen and Chief Commercial Officer Martin Thaysen meet with 30 to 40 customers to discuss how Damco can best support clients with transport solutions that not only meet their needs, but also add value by lowering the customers' costs.
"By meeting at executive level, we can build deep relations with the customer, demonstrate Damco's commitment to the customer, and we can get a strategic perspective on how we do business together. Our meetings and what is discussed is then cascaded down internally in Damco to support the rest of the organization in their efforts to identify the best solution for a customer," says Thaysen.
"Key to understand is that no individual can bring in the business, it is something we can only do as a team".
Damco is one of the world’s leading third party logistics providers specializing in customized freight forwarding and supply chain solutions, offering a broad range of services to customers all over the world. The company has 10,500 employees in over 280 offices across 90 countries and representation in 120 countries in Africa, Asia, Australia, Europe, North America, Middle East, and Latin America. In 2010, the company had a net turnover of over USD 2.7 billion, managed more than 2.4 million TEU of ocean freight and supply chain management volumes and air freighted more than 75,000 tons. Damco is an independent business unit within the A.P. Moller - Maersk Group.