Damco praised as excellent in understanding of customers needs and in delivering service in new survey

Damco - one of the world’s leading providers of freight forwarding and supply chain management solutions – has in a recent customer satisfaction survey asked 2,540 customers to rate the company’s performance. The result is an impressive improvement moving from average performance to high scorer.

Every year Damco asks its customers about how they rate Damco performance. In the recent survey 75 % of the customers said that Damco was average or above average in the industry. Also 84 % agreed that Damco is a very innovative company, and 66 % of the respondents would like to do more business with Damco.

“We have placed the customer at the centre of everything we do, also at executive level, and our departments strive to work more closely together to ensure the customers’ needs are met. The new result shows that customers are acknowledging what we are doing. We are very happy about this but by no means content. We make every effort to constantly improve - We work very hard to see things from the customers’ perspective and try to identify what is important to them. This allows us to create solutions that add value for the customer,” says Chief Commercial Officer Martin Thaysen.

The feedback from customers also shows that compared to competitors Damco is scoring high in understanding of customers’ needs, service delivery and account management.

Satisfaction starts at the top

Every month Damco's Chief Executive Officer Rolf Habben-Jansen and Chief Commercial Officer Martin Thaysen meet with 30 to 40 customers to discuss how Damco can best support clients with transport solutions that not only meet their needs, but also add value by lowering the customers' costs.

By meeting at executive level, we can build deep relations with the customer, demonstrate Damco's commitment to the customer, and we can get a strategic perspective on how we do business together. Our meetings and what is discussed is then cascaded down internally in Damco to support the rest of the organisation in their efforts to identify the best solution for a customer, says Thaysen.

Key to understand is that no individual can bring in the business, it is something we can only do as a team.