Asendia's annual Customer Value Measurement (CVM) has shown an increase in customer satisfaction from global retailers all around the world. We are proud to share these results with you.
Customer satisfaction is a vital aspect of any business. In recent years, we at Asendia have worked hard on our ease of use, integrations, and partnerships to positively benefit retailers and shoppers. Our commitment to improving our services and listening to customer feedback has resulted in an important boost in various key performance indicators (KPIs).
This article provides an in-depth analysis of the 2022 Customer Value Management (CVM) Global results, highlighting the improvements in NPS, customer satisfaction, effort score, and customer segmentation.
A positive NPS (Net Promoter Score) increase:
NPS (Net Promoter Score) is a standard metric that measures the consumer’s willingness to recommend a provider. NPS consists of calculating the difference between promoters and detractors of the brand. A Net Promoter Score that is positive (i.e., higher than zero) is felt to be good, and a Net Promoter Score of +30 is considered great. Asendia Global's NPS witnessed a noteworthy increase, rising from 29 to 36 in 2022.
Enhanced satisfaction and effort score:
Customer satisfaction is a top priority for Asendia, and the efforts put into improving it have yielded substantial results. In 2022, the satisfaction rating increased to 6 out of a maximum score of 7.
Similarly, the effort score saw a positive surge, rising to 5.4, showing that most Asendia customers experienced reduced effort in resolving issues when seeking support in 2022.
Our customer survey then goes more in depth, covering the customer satisfaction journey across all departments and touchpoints, from sales to account management, and from onboarding to technical support. Again, we are delighted with the positive results with all scores over 5.19, and with sales, account management and communication with scores over 6.
Asendia is dedicated to listening to customer feedback, and making data-driven improvements is key to our success in delivering a satisfactory customer experience.
Asendia's vision 2025
We aim to make cross-border commerce easy, reliable, and sustainable - worldwide.
Survey methodology and data collection:
The survey targeted active customers from all Asendia subsidiaries. A total of 389 responses were collected, which is an 11% response rate. The survey was conducted between March and November 2022.
The data collection approach ensured a consistent methodology and enabled efficient data collection and analysis across global operations.
