04/16/2010 - Customer feedback: Top marks from 94 percent of customers

Customer feedback

Satisfied customers are the No. 1 success factor, considering worldwide competitive pressure. With a regularly performed, systematic analysis of customer satisfaction, Time Shuttle makes use of a valuable instrument for identifying and remedying deficits as they arise. Accordingly, at the turn of the year 2009/2010, 22 key customers were once again invited to take part in a written survey. 15 of them answered the extensive questionnaire, an excellent response rate of 68 percent. The questions targeted customer satisfaction in the areas service, transport quality, booking, invoicing and storage. A distinction was made here between technology-related quality and staff-related quality. 94 percent of the customers who responded rated their level of satisfaction with Time Shuttle as good or very good.

Good always leaves room for improvement
 The net result was a detailed profile of strengths and weaknesses from the customer's point of view that provides Time Shuttle with specific starting points for improvement measures. All ratings below "good" are a cue for Time Shuttle to find out the reasons for the criticism in a personal conversation with the customer, and then to take specific remedial action. This is a procedure that Time Shuttle as a customer-oriented, learning company has been implementing for years now, and successfully so, considering the obviously high level of customer satisfaction. In particular, staff-related quality factors like speed, friendliness and competence are praised by 97 percent of those questioned. To sum up, evaluation of the analysis confirms that Time Shuttle provides outstanding transport quality. This year's assessment shows clear progress since the last survey in 2008. But this does not mean that Time Shuttle will rest on its laurels. The company is working at full strength on further optimisation of the results – and in two and a half years will test again whether it has succeeded in further increasing the quality of the services it provides.
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