Case Study: DHL Supply Chain achieves world-class B2B account experience with CustomerGauge

How DHL Supply Chain is Building a World Class B2B Account Experience Program with CustomerGauge

DHL Supply Chain, part of the DPDHL Group, needed to strengthen its global B2B account experience program and make its survey and closed-loop feedback process faster and more effective. Using CustomerGauge, the company aimed to improve customer-centricity, increase response rates, and better manage feedback across a large international customer base.

CustomerGauge helped DHL Supply Chain transform its feedback workflow with more transparent routing and clear follow-up processes for different customer groups. The results included a 10+ point NPS increase in several countries, doubled customer response rates, 60% survey response rates, 100% closed-loop coverage, and follow-up to detractors within 48 hours.

DHL Supply Chain

Markus Engel

VP CDO Performance Management