Date: 30.05.2024

Sharing our customer survey results: May 2024

Gathering regular feedback from our customers provides us with the essential insights we need to improve our services to better meet your needs and direct the continued development of our customer focused business.

These customer surveys provide an invaluable channel in understanding customer priorities, evolving needs and issues that should be addressed.

Interpreting your feedback helps us enhance existing services and create and introduce new bespoke services and platforms.

Thank you to all the respondents of our most recent survey on the 9th May, your feedback will help us:

– Refine our carrier relationships
– Plan our global resource levels
– Develop new services and creative solutions
– Improve communications and market intelligence awareness
– Prioritise technical development in areas where it is needed

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

1. In 2023 16% of respondents were anticipating a reduction in freight volumes, while this year’s response has been overwhelmingly positive, with 100% expecting volumes to increase, or stay the same.

2. Full container loads (FCL) is the favoured transport method of 72%, with road transport second at 52%, while air freight is an important mode for an impressive 24% and LCL is close behind for 20% of respondents.

3. We asked which non-freight Metro services were of most interest, with technological solutions scoring highest. The MVT supply chain platform appeals to 40%, with 28% selecting the CuDoS automated customs brokerage solution. Bringing up the rear was 4PL with 12% and a supply chain health check for 4%.

4. In 2023 83% of survey responders rated Metro’s service above competitors and in 2024 100% of you rate our services as ‘excellent’ (71%) or ‘good’ (29%).

We welcome your positive feedback, but we are not complacent, because we know that keeping our customers’ confidence is the most important factor for continued success, which is why we will now endeavour to raise that 71 to 100%.

5. Dealing with issues, before they become complications is our primary focus, but it is gratifying to see that 68% of you rate us as ‘excellent’ and 28% as ‘good’ in resolving problems.

6. Track and Trace (64%) and CuDoS (14%) were the most popular MVT apps that most interested you, with ECO, PO management and Delivery Control Management in joint 3rd place.

The final questions related to the Metro Newsletter, every issue of which is read by 48% of respondents, with just 4% reading it rarely. The market insights it contains are always valuable to 40%, with 56% getting value sometimes.

Very interesting to see that the joint most popular subject matter requested for future issues (alongside ocean freight) is news and updates relating to Metro.

Our regular survey (not too regular you will be pleased to know) is a valuable tool for us to continue to improve and optimise the solutions that we deliver to our customers. However, nothing replaces good old fashioned conversation, meetings and proactive updates to ensure that we deliver satisfaction and, hopefully, exceed expectations. Your support and collaborative partnership approach is valued and encouraged every day that we operate.

We would like to thank all our respondents you for your feedback in this survey and hope that, if you didn’t participate this time, we can count on your support in the next survey.

We will use your feedback and comments to make necessary adjustments to our operations, so that that we continue to deliver excellence.

Your account management team will be in contact with you in the near future to discuss our findings and the areas that we can add that little bit extra ‘oomph’ to our proposition and solution.