Embedding the customer’s voice across DHL Global Freight Forwarding business

Our solution

Integrated analytics and visualizations for actionable insights

To meet these challenges, DGF uses Forsta Visualizations to consolidate all feedback into its Voice of Customer Portal.

Data from the continuous NPS program – collected through online surveys and telephone interviews – is integrated in real time. The annual deep-dive survey results are then loaded into the same system so that trend lines from both sources can be viewed and analysed together.

This may sound elegantly simple; but it is underpinned by complex rules for data mapping, action management and user permissions.

Individual account managers, for example, need to be alerted immediately if a customer issue requires resolution. They may also want to see rolled-up data for their customer accounts across all DGF locations in their country to understand comparative performance.

Global account leaders, on the other hand, require different views of the data. Large customers often provide feedback from multiple contacts in different roles and in different countries. The customer experience may vary between these groups, and DGF account leaders need to understand the comparative performance and see trends over time.

Forsta Visualizations is unique in its ability to support these sophisticated requirements with advanced features for privacy compliance, organizational mapping and configurable user permissions.

The results

A complete Voice-of-Customer process

By integrating, visualizing and distributing insights through Forsta Visualizations, DHL Global Forwarding now has a complete Voice of Customer process in place.

It is an all-in-one system that captures customer ratings throughout the year, delivers actionable notifications to colleagues in real time, and empowers them with dashboards and reporting tools to understand and improve the experience of their customers.

Over 1,500 colleagues in 68 countries are actively engaging with the Voice of Customer Portal.

But DGF’s Customer Intelligence team doesn’t intend to stop here. Future plans include increasing the number of touchpoints through which customers can give feedback; using machine learning to analyse the content of open-ended feedback; and overlaying the VoC data with additional metrics such as customer revenue or employee experience measures.

By selecting Forsta’s scalable technology, DGF can be confident that it has a VoC platform to meet its future requirements and support its ambitions to deliver outstanding customer experience.