Top Indian automaker
Issue 1
August, 2016
CUSTOMER SPEAK
Those who say numbers don’t matter are clearly missing out. If anything, numbers are an indication of progress and growth as Allcargo Logistics’ recent NPS and C-SAT score, along with the jump in the ET 500 companies ranking prove.
If the best measure of success is your customers’ feedback, then Allcargo Logistics’ customers have spoken, and how! In the recently concluded Net Promoter Score (NPS) and Customer Satisfaction (C-sat) survey, customers across the NVOCC, CFS, FCL and Contract Logistics verticals of the end-to-end logistics major, shared their feedback that was a clear indication of their trust and positive association with the organization.
Keeping up its forward strides, the logistics leader has also broken into the Top 100 in the Economic Times’ India’s TOP 500 list of companies for 2022, with a tremendous jump of 52 ranks from its earlier position.
Satisfied customers = 9.01 score
Customers responded to qualitative and quantitative questions, to reveal that Allcargo’s C-Sat score has moved up from 8.92 in 2021 to 9.01 in 2022. Considering that any number between 7.5 to 8.5 is generally perceived to be a good C-Sat score, Allcargo has surely done exceedingly well.
A Super Net Promoter Score
Similar to its performance in 2021, in 2022, Allcargo has once again been able to achieve an incredible NPS of +49. A positive NPS is good and a score close to +50 is considered excellent. Allcargo’s score indicates that not only are customers satisfied with their experience, but also likely to recommend the logistics powerhouse to friends, partners, or associates.
NPS is calculated by subtracting the percentage of detractors (customers who rated us between 1 to 6 on a scale of 10) from the percentage of promoters (customers who rated us 9 or 10 on a scale of 10).
A brand customers love
It is noteworthy that in a qualitative question to gauge customers’ positive and negative associations with the brand, an overwhelming 90% of customers had positive comments and feedback.
The Top 3 positive brand associations were:
- Quality of service
- Excellent, best, top, great performance overall
- Infrastructure, scope, end-to-end solutions
So, what do customers love?
The objective of the NPS and C-Sat survey was two-fold. Firstly, to get cues into how customers currently perceive Allcargo, and secondly to gain insights into areas of improvement. The survey was done in keeping with the company’s core value of Customer Centricity, after all only when you know what customers want can you go above and beyond their expectations.
In addition to the digital logistics solutions that are helping the logistics ecosystem embrace new-age technology, customers gave a thumbs up to Allcargo’s commitment to excellence and consistent willingness to extend their support to customers.
Good infrastructure support, and the one-stop logistics solutions that save them time and effort from having to coordinate with multiple vendors is another big factor that contributes to the positive Allcargo experience.
Conclusion
With customer centricity embedded in Allcargo’s very ethos, it’s no wonder then that customers have been responding with overwhelming support for India’s first homegrown logistics multinational.
