Case Study: DHL Supply Chain achieves world-class account experience and higher NPS with CustomerGauge

DHL Supply Chain boosts NPS by 10+ points with CustomerGauge

DHL Supply Chain, a global logistics provider, sought to build a world-class B2B account experience program to enhance customer-centricity. The challenge was to transform its global survey and closed-loop feedback process to be more efficient and effective for both the company and its thousands of customers. To achieve this, they partnered with the vendor CustomerGauge.

CustomerGauge implemented a solution that involved meticulously managing survey contacts to avoid fatigue and routing feedback for immediate follow-up. This process engaged everyone from CX reps to C-suite executives, ensuring 100% closed-loop rates. The results were impressive: DHL increased its Net Promoter Score by over 10 points in several countries, doubled its customer response rate, and achieved a 60% survey response rate. CustomerGauge's platform also enabled DHL to monetize the program by integrating sentiment data into its sales process.

DHL Supply Chain