While the positive feedback we receive reinforces what we’re already doing well, constructive criticism challenges us to do better.
WWL regularly invites all its customers to complete a survey which poses a series of questions about their experience with WWL. The customer survey has become an important tool, allowing the company to improve its service based on customer feedback.
WWL is using the customer survey to implement relevant, targeted improvements, as part of a drive to meet and exceed its 95 percent global customer satisfaction target.
WWL Region Oceania has been particularly successful in this context – using the feedback to reach an outstanding 96.7 percent customer satisfaction level by the end of 2012.
“The customer survey provides direct, uncensored feedback on our service – something that can be tricky to obtain over the phone or in meetings,” says Jed Smith, Regional Customer Service Manager Oceania.
“We use this feedback to develop processes that deliver real customer value and make it easier to do business with us.”
For example, WWL Oceania uses customer feedback to improve its documentation processes. It is looking into combining the Notice of Arrival and Tax Invoice Distribution papers in one single document, as this would result in efficiency benefits for WWL’s customers in the region.
“While the positive feedback we receive reinforces what we’re already doing well, constructive criticism challenges us to do better. We encourage our customers to be as frank and honest as possible, as this can only help us improve,” concludes Smith.