Evaluation of September Survey Feedback

The recent customer survey results, gathered on 19th September, have provided valuable insights into customer satisfaction and service priorities, highlighting our continued efforts to enhance service offerings. A comparison with May’s results also identifies areas for further development.

Customer satisfaction and service quality
Overall satisfaction with Metro’s service remains high, with 49% rating our service as “excellent” and 46% as “good.” While 5% rated the service as “OK,” no respondents rated us in the lowest quartile. This is a positive reflection of our service quality.

The feedback also highlights the strength of our problem-resolution capabilities, with 83% of customers rating our ability to resolve issues as either “excellent” or “good.” This demonstrates our ongoing commitment to addressing challenges efficiently and maintaining a high level of customer satisfaction.

Strengthened use of ocean freight
Customer reliance on ocean freight full container load (FCL) has grown considerably. In May, 65% of respondents identified FCL as their preferred mode of transport, while by September, this had increased to a full 100%. This upward trend shows that our efforts to enhance our FCL services have been well-received, making us a trusted partner for customers relying on this mode of transport.

Consistent problem-resolution capabilities
While our problem resolution ratings in May were already strong, we have maintained consistency in this area, with both “excellent” and “good” ratings holding steady. In May, 70% of respondents rated our problem-solving abilities as “excellent,” and in September, 83% rated our problem resolution as either “excellent” or “good.” This reflects our ongoing focus on resolving issues effectively, ensuring that our customers feel supported at every stage of their logistics journey.

Growth in customer satisfaction with technology
Our continued investment in technology has been positively received. While interest in our MVT platform stood at 40% in May, the September survey results show that 36% of respondents are now calling for further enhancements in this area. This indicates that customers recognise the improvements we have made and are eager for more. This feedback highlights that our technological developments are moving in the right direction, but there is still demand for more advanced features.

Increased value of market insights
One of the most notable improvements is the increased value customers place on our market insights and newsletter content. In May, 35% of respondents stated they “always” found the market insights valuable, with 60% finding them valuable “sometimes.” By September, this figure had significantly increased, with 54% now “always” valuing the insights provided, while the remaining 46% still found value “sometimes.” This growth highlights the success of our efforts to provide relevant and timely information that directly benefits our customers’ supply chains.

Conclusion
The September survey results showcase key improvements in areas such as the value of our market insights, the increased use of our ocean freight services, and the continued strength in our problem resolution capabilities. Our focus on enhancing services, communication, and technology has been recognised by our customers, and we will continue building on this momentum to meet their evolving needs.

The modest shift from “excellent” to “good” ratings is something we will focus on addressing and reversing for the next survey.

The demand for further technological enhancements is noteworthy, and we encourage respondents who indicated a need for more advanced features to contact us directly so we can progress this critical area.

The interest in broader service information is significant, with 36% of respondents requesting more details on all available services. This will be a key focus moving forward.

We sincerely thank all respondents for their valuable feedback in this survey. For those who were unable to participate, we hope to have your support in the next round.

Your insights are essential to us, and we will use your comments to make meaningful adjustments to our operations, ensuring we continue to deliver exceptional service.