As a service business, exceeding customer expectations is a critical success factor for us and gathering regular feedback from you provides the insights we need to drive future decisions and maintain a truly customer orientated business.

Quality, efficiency, service, creative solutions and reliability are the issues that we want to measure, when we consider customer satisfaction, which is why an overall score of 92.6% in our latest survey is a satisfying basis to continue building on.

Finding and converting new customers takes time and resource, and even more of the same to develop the type of relationship that delivers real and consistent value. A true partnership and collaboration is our ambition and goal.

Our focus has always been to build long-term, mutually-rewarding relationships, built on understanding and trust. Delivering value and allowing you to focus on growing your business whilst Metro manage your supply chain and logistics.

Customer retention starts with satisfaction, to create the conditions for loyalty and a simple way of measuring this is deploying a customer satisfaction survey.

We understand that, despite our best efforts, a few customers may be tempted to slip away, but it is critical that we understand where exactly we may be going wrong, so we can address it promptly to recover customer happiness and loyalty.

Ultimately, it is not rocket science. Customers have too many choices and our loss is a competitor’s gain, and the customer satisfaction survey is not only an excellent tool to retain customers, it can highlight issues that should be immediately addressed and help us differentiate the Metro brand.

Consistently creating customer satisfaction helps us stand out from the competition and encourages recommendation, rather than negative feedback, which can be so damaging in the digital age.

Satisfied and loyal customers are our complete focus because that is the glue that keeps our relationship strong. Despite the alternatives available, our customers’ continued support and advocacy has been the most important factor in our continued growth over the last four decades.

We understand how busy our customers are, which is why we make our customer satisfaction surveys so quick and easy to complete. Our latest version comprises just six questions and can be completed in less than 15 seconds.

Got 15 seconds to spare? Simply click this link to have your say.

SURVEY RESULTS @ 19th JULY
“It is easy to find the right contact at Metro”
92% positive rating
 
“I understand all the ways Metro can help me”
91% positive rating
 
“Metro are proactive in solving my problems”
93% positive rating

  “Metro always keep me informed”
92% positive rating

  “I would recommend Metro to a friend or colleague”
95% positive rating
 
What is your preferred method of communication”
Email 90.0%
Phone 30.0%
Zoom 20.0%
Visit 20.0%
 
RESPONDENT FEEDBACK HIGHLIGHTS
“Continue to work as a great partner.”

  "Just continue to provide excellent support, as you have done over the past 12 to 18 months.”
 
Thank you to everyone but especially to Emma Hulbert and her team which provide a service up and beyond anyone could expect."
 
“Very good service provided 100% happy.

Please do assist us in improving our service delivery by participating in the survey. 

It is essential we have your feedback, which we encourage and  receive through engagement, with our valued customers and partners. It will be recognised and we will enhance the delivery of bespoke and tailored services during these traumatic and challenging times. 

Your time and support is appreciated we will be delighted to arrange a follow up call/meeting to discuss the detail further to ensure we continue to lead the industry with our global platforms.

For further information please contact Grant Liddell, Elliot Carlile or your day to day account manager who will speak to you immediately.

One of the key success factors for high performing service providers, is consistently enhancing their ‘product’, by putting their people first, with efficient and effective HR strategies.

There are many different types of HR strategies, but at their heart, they all start with the same foundation: to create a work environment that's synonymous with engaged, productive and loyal staff. Consistently and long term.

Our overriding objective is to create value through our team. In developing their skills and competencies, in sourcing talent (internally and externally), and maintaining the high-performance culture that has reduced staff turnover every year since 2017, despite huge growth in the organisation.

Metro have continued business expansion throughout the pandemic, supported by our industry-leading training and building the future of the business, by retaining knowledge/building expertise for the future.

Our headcount is now 180 at HQ, having grown 20% in full-time employees already in 2021, with roles filled including logistics graduates, transport planners, brokerage support, air and ocean operators. A diverse group of new colleagues with creative ideas across all departments.

Recruitment is a constant feature and we are always on the lookout for ambitious and driven individuals, at any stage in their career, with preference given to recommendation or a direct applicant.

We monitor the percentage of new hires successfully completing probation, but overall staff retention is our most critical metric.

Training and personal development is a critical HR strategy and our industry-leading training portfolio begins with a two weeks induction programme, for inexperienced staff, providing a full background into the company, key people and values through to system training.

New staff members have support meetings every 30 days to review progress, provide additional support and guidance for continuing development.

Ongoing formal and informal appraisals encourage individuals to realise their potential, though career development, professional accreditations and external courses where desired and beneficial to role/development.

Range of personal skills training include management development, customer service, time management and recent additions including running efficient (virtual) meetings and a modular cyber security programme.

Over the past 12 months 35 graduates have joined Metro, as part of a committed investment in young people and the future of Metro in The Midlands, the UK and globally.

Moving around the business, to experience all aspects of our service delivery, people and processes, the latest graduate trainee cohort have already amassed 2,625 formal training hours.

First-hand learning of what we do, our customers and the industry is invaluable, particularly for those that joined our Brokerage team and having gained first-hand experience of customs declarations post-Brexit, can take their new knowledge and add value to other departments, as they move onto the next stage of their journeys.

All our people have the opportunity to be trained by the best, given responsibility early on and add personal value to their team and our customers. Their career aspirations are our future success – put simply.

We are a company where ‘size matters’ - big enough to work on some large scale accounts, with market-leading technology and benefit from the variety of expertise - but still small enough to count as an individual and stand out from the crowd. Given the right ability and attitude, there are endless possibilities to reach out for different experiences, mentors and guidance.

Succession planning and internal appointments are a key focus and we are currently looking internally for Customs Supervisor, European Overland Manager and Air Export Clerk (LHR).

We look forward to announcing the promotions of three to four staff into supervisory/management positions over the next few months, a result of the informal development work that has continued in the background despite the pandemic.

For further information on any of the points raised here, or to express interest in a position with Metro, contact Paul Moss, who heads our HR function.