- Forsta Visualizations
How Forsta Visualizations connects hundreds of team members in dozens of countries
How to give clear direction to a complex B2B organization
DHL Global Forwarding (DGF) is the freight forwarding arm of DHL, the largest logistics company in the world. Whether it’s air, ocean, rail, road, or customs services, DGF services customers in over 200 countries and territories.
Meeting the needs of these customers is central to DGF success, and two Voice of Customer surveys help to support this.
One is a Net Promoter Score program, which runs continuously throughout the year and is managed in-house by DGF’s Customer Intelligence team.
The other survey is an annual deep-dive research project, managed by an external agency, to capture more detailed insights from a representative sample of countries and customer types.
But how do you best combine data from two separate feedback programs to deliver meaningful insights?
And how can the right DGF team members get the information they need to support their customers and resolve any issues promptly?
More customer stories
The AA goes the extra mile for their customers Tools used The Automobile Association (AA) is a British motoring association founded in 1905, and provides vehicle insurance, driving lessons, breakdown cover, loans, motoring advice, road maps and other services. As the largest and one of the oldest motoring associations with over 12M members, the AA […]
Bernstein Research Group brings human connections to life with digital tech Tools used Bernstein Research Group has helped hundreds of brands gain valuable insight into their users and target customers to help refine products, positionings, or business plans. Founder Betsy Bernstein, an expert moderator and qualitative researcher, has been a market research (MR) industry leader […]
Game on: How Ray White boosted CX engagement Tools used Ray White, a family-owned Australian real estate group, recognized that after 9 years their Customer Experience (CX) program needed an update. The challenge The market leader, with over 1,000 offices and 6,700 sales agents across APAC, holds customer centricity as a core value. And the […]
Get industry insights that matter,
delivered direct to your inbox