Giving customers an opportunity to give honest feedback opens the door for inputs and improvements while also being a testimony to what one’s doing right. ECU Worldwide’s customers recently hit the like button almost unanimously in a customer satisfaction survey on ECU360, the global logistics services provider’s state-of-the-art digital platform offering instant quotes, quick booking and door-to-door services in 52 markets across the globe.
Over a period of one month, the ECU360 customer satisfaction survey received responses from a total of 64 countries around the world, offering some interesting and encouraging insights.
ECU360 has a 90% retention rate – essentially proving that the platform is already well-equipped with a host of features for which 90% of the customers who use the platform once, keep coming back.
The winning bestseller
Respondents from most countries where ECU360 has been implemented, have given it a high rating. Overall, ECU360 has received a 4-5 star rating (5 being the highest rating possible) from 88% of customers.
The percentage of users, by country, who gave ECU360 a rating greater than 4 on scale of 5 are:
The ‘Quote’ feature emerged as the most popular one and received the highest rating (4.5 out of 5). It allows customers to receive instant quotes for global cargo movements across ECU Worldwide’s network operating in 180 countries, in just a few seconds. This enhances efficiency, ease of doing business and also transparency.
Customers specifically like the quick turnaround time, ease of use, faster bookings and increased efficiency ECU360 offers.
Along with the positive inputs, customers shared constructive feedback and suggestions that could be implemented to make their experience better. Driven by customer centricity as always, the ECU360 team is geared to update and enhance the portal to deliver an even better User Experience (UX).
“Relevant, actionable feedback is vital for continuous improvement that enables us to delight customers and exceed their expectations. It’s heartening to see that customers not only use ECU360 but are also enthusiastic about sharing opinions and suggestions. They’ve truly made the platform their own and we would not have it any other way”, concludes Philip Blumenthal, Chief Transformation Officer, ECU Worldwide.
The overwhelming positive response to the customer satisfaction survey from 64 countries world over proves that indeed, digitalization is the right way forward for the logistics sector.