Case Study: DHL Global Freight Forwarding achieves a unified Voice of Customer and real-time actionable insights with Forsta Visualizations

How Forsta Visualizations connects hundreds of team members in dozens of countries

DHL Global Forwarding (DGF), the freight‑forwarding arm of DHL, needed to combine continuous NPS tracking and an annual deep‑dive survey so teams across dozens of countries could access timely, actionable customer feedback. To address this, DHL partnered with Forsta and deployed Forsta Visualizations to consolidate all feedback into a single Voice of Customer portal.

Forsta implemented an integrated VoC solution that brings real‑time NPS data and annual survey results together, applies data mapping, action management and configurable permissions, and delivers dashboards and immediate notifications to account managers and global leaders. The result: a complete VoC process used by over 1,500 colleagues in 68 countries, faster issue escalation, clearer trend analysis, and a scalable platform for future analytics — all powered by Forsta.

DHL

Jeremy Strang

Global Senior Manager Customer Intelligence