Metro Archives | Page 23 of 33

Metro customer survey – We asked; you answered

Feb 2, 2023 | Metro

Our focus has always been on building long-term, mutually-rewarding relationships, built on understanding. Gathering regular feedback from you provides us with the insights we need to drive the future decisions that will help us maintain a truly customer orientated business.

Satisfied and happy customers are our complete focus, because that is the glue that keeps our relationship strong and regular customer surveys are not only an excellent tool to understand customer needs, they highlight issues that should be addressed. They help us differentiate the Metro brand and create and introduce new bespoke services and platforms, designed around our clients’ needs and requirements in an ever changing logistics market and global environment.

We understand how busy our customers are, which is why we make our customer surveys so quick and easy to complete, with the latest version comprising just ten questions, which could be completed in a couple of minutes.

Thank you for your time and considerations in answering ten questions that explore expectations for 2023, Metro’s performance and the relevance of these eNewsletters.

Your feedback will help us:

Manage our carrier relationships
Plan manning levels
Launch new services
Communicate effectively with customers
Prioritise technical development

1. Half of responding customers expect freight volumes to increase in 2023, compared to 2022, with a third expecting values to stay the same and just 16% anticipating a reduction.

2. While it is gratifying that more than 83% of survey responders rate Metro’s service above competitors, we are not complacent, because we know that keeping our customers’ support is the most important factor for continued success. Our aim is always 100%, which we will endeavour to achieve. The balance of 17% of the responses to this question advised that we were equal to other providers.

3. Almost one in five customers scored Metro as the market Leader in technology, customer service and innovation, with 80% affirming that we are agile, professional and enjoyable to work with.

4. We are so pleased that no one is anticipating a big drop in demand, with a third of Metro customers anticipating stable business performance in 2023 and the remainder expecting increases in demand, market growth and new market expansion.

5. Our question on traffic flows for 2023 did draw a mixed response, with two thirds predicting a stable year, or demand spikes. A quarter expect a slow start to the year with a busy second half, or final quarter. Just over 8% expect a strong start falling away through the summer with a peak in the final quarter, and 4% think traffic flows will deteriorate if we head into recession.

6. The Metro eNewsletter is read avidly by a quarter, while well over a half read stories of interest and 16% read the occasional article.

7. While two thirds of respondents said that eNewsletter content quality and relevance was about right, and just over 20% find some relevance and interest in all content, we are not complacent because 4% only find a story of interest and relevance very rarely.

8. We asked you where freight forwarding should be innovating and your responses provide valuable insights for our technical development plannings. Exactly half want to see enhancements in track and trace and predictive ETA’s, 20% see value in on-line pricing and document portals, 16% in on-line spot quote tools and booking confirmations and 12% would like to digitise and automate trade documentation

9. Only 4% of respondents are not currently considering the environmental impact of their supply chain, with 80% considering the issue important and very important and the remaining 16% seeing it as a definite future consideration.

10. Our final question, which asked for feedback on our logistics platforms, knowledge distribution, client management, or overall performance, gathered 100% positive responses.

Haven’t responded? You can still have your say and participate in our latest customers survey, buy clicking HERE

We would like to thank you for your participation in this survey and hope that you find the analysis as interesting and informative as we have. We value all feedback and comments and will use them to make necessary adjustments, so that that we continue to meet, and ideally exceed, expectations and requirements within your supply chain and logistics platforms. Through innovation, passion and our pride in what we do for you, we will ensure that your business continues to flourish.

Metro expand further in India

Jan 5, 2023 | BPO, Metro

With an expanding team of 50+ colleagues, led by UK trained ‘super-users’, Metro have taken possession of a newly commissioned premises in Chennai, after a traditional Puja ritual to spiritually celebrate the office opening and launch of our new Indian entity, M-ISC Shared Service Centre Private Limited.

Metro has been managing and transforming industrial, manufacturing and automotive supply chains since 1982. By taking responsibility for their supply chains and documentary requirements, outsource clients are free to concentrate on growing their business, producing products and opening new markets.

Our documentation and process outsourcing solutions are entirely bespoke for each client, and designed to optimise documentation, streamline processes and introduce digital efficiencies. To scale capability and provide 24/7 coverage, Metro launched its inaugural international business process outsource (BPO) operations in 1998.

In 2018, following the EU exit referendum and with the massive increase in customs declarations that Brexit would create (estimated at >400million p.a.) an additional outsource operation was launched in India, to support the original Malaysia-based team.

The combined business process and outsource (BPO) functions in India, Malaysia and UK has grown consistently and processes millions of individual tasks annually, to expedite the global transport and border clearance of 1000’s of individual consignments. In addition the process optimisation created through the ‘back office’ function ensure we are slicker, competitive and have full coverage across all continents, regardless of the time of day.

The launch of M-ISC Shared Service Centre Private Limited and the move of their team of 50+ into the larger and plusher office facilities in Chennai, after the inclusive Puja ritual (see pictures below) will support further growth and increase resources in India.

For two months, at the end of last year, we had the pleasure of hosting six M-ISC colleagues at our UKHQ in Birmingham for extensive ‘Super-User’ training. Spending time with colleagues and departments across Eclipse House, they have gained unique insights, technical knowledge and operational experience, that will be invaluable when they are training their own colleagues in Chennai.

We look forward to further knowledge-sharing and the further expansion and integration into the global Metro team, with regular colleague learning and experience exchanges to India and the UK on a continual and regular basis.

This is just one of many developments in the first quarter of 2023, which will add value and greater depth to the Metro solution. Many more announcements to come in coming weeks and months – stay alert!

For further information please contact Paul Moss or Andrew White, who leads our UKHQ based BPO team or Simon George who will be delighted to explain how our technical solutions streamline/standardise/digitise complex processes.

<strong>Air France and KLM sign inaugural environmental deal with Metro</strong>

Jan 5, 2023 | Air, Environment, Metro

Metro is the first of the airlines’ customers in the United Kingdom to invest in their joint, innovative Sustainable Aviation Fuel (SAF) programme, confirming our shared ambition to contribute to the development of reduced greenhouse gases within the aviation logistics sector.

(Pictured above are Grant Liddell (left), Metro's managing director and Arturo Marte (right), cargo director, Air France KLM Martinair Cargo.jpg

Metro has already made its head office operations carbon-neutral and is committed to extending this zero-emission strategy as far down customers’ supply chains as possible, which is why we have become the first forwarder to join the Air France KLM Martinair Cargo (AFKLMP Cargo) SAF programme and invest in sustainable aviation fuel.

IATA member airlines and the wider aviation freight industry are collectively committed to making flying net zero by 2050 and Sustainable Aviation Fuel (SAF), which was first flown on a commercial flight by KLM in 2011, and has been identified as one of the key elements in helping achieve this goal.

Aviation biofuels are produced from plant sources, waste oils, solid biomass, or from synthetic biology and can lower CO2 emissions by up to 98% compared to conventional jet fuel.

Arturo Marte, cargo director, Air France KLM Martinair Cargo said. “I’m pleased to welcome Metro as our first UK customer to join our Sustainable Aviation Programme and helping us raise awareness in our industry.”

Grant Liddell, Metro’s managing director. "We are proud to be partnered with Air France KLM Martinair Cargo and take this collaborative approach directly with the airline.”

“Air France and KLM have been pioneering SAF since 2009, but it is still a pioneering technology and Metro’s participation in the AFKLMP programme will help fund the research and development, which can increase production and make SAF available in greater quantities and in more locations.”

“Although it is currently early in the switch to full SAF on cargo flights, this will gather pace over the coming years, and we are already promoting the benefit in greenhouse gas reductions to our customers that are using time-critical modes across the industry."

The signing ceremony took place at Metro’s head office in Birmingham, with officials from both companies attending, including Arturo Marte, cargo director for the United Kingdom & Ireland at Air France KLM Martinair Cargo, and Grant Liddell, managing director of Metro.

The same toolkit we use to measure, reporting and offset our emissions, to achieve carbon neutrality, is available ‘free of charge’ to our customers.

Part of our MVT supply chain platform, the ECO module monitors the energy emissions, emission costs and CO2 equivalent emissions, of customers’ consignments, by every mode.

Reports and key eco statistics related to their movements, allow them to see which areas will benefit most from emissions offsetting and where efforts can have the most impact.

To request a demo or discuss your requirements, please contact Simon George, who can outline our proven carbon reduction strategies and the availability of offset projects.

<strong>Metro proud to be supporting children in need</strong>

Nov 30, 2022 | Metro

The last couple of years have been incredibly hard for children and young people. Living through COVID has caused feelings of anxiety, fear and hopelessness in many children; and the cost of living crisis is now pushing even more families into hardship, which is making fundraising for the BBC’s Children in Need more important than ever.

Children in Need fund the grassroots organisations and project workers that provide the vital relationships children need to help them navigate challenges in their lives; supporting, inspiring and championing them to ensure they have opportunities to reach their goals.

The Children in Need SPOTacular appeal inspires communities to come together every November, to raise funds and show support. And once again Metro continues to actively participate.

Children in Need support thousands of charities and projects in every corner of the UK, that support children and young people to feel and be safer, have improved mental health and wellbeing.

Good mental health and wellbeing is important for everyone and it is increasingly common to see ‘therapy animals’ being brought into the corporate workplace, where they make employees feel less stressed and more productive.

Eclipse House, our global HQ, recently welcomed a trio of very unusual visitors, who spread plenty of goodwill, cheered up the Metro team members that came out to greet them and boosted our fund-raising efforts.

The alpaca is a species of South American mammal, that is similar to, and often confused with, the llama. However, alpacas are noticeably smaller than llamas and these friendly, inquisitive animals are considered very therapeutic, charming everyone with their gentle nature and big enthralling eyes. Much like the Metro team that take care of your global freight movements 🙂