Case Study: DSV achieves faster closed-loop customer feedback and stronger customer loyalty with InMoment

DSV boosts customer follow-up from 60% to 95% with InMoment

DSV, a global transport and logistics company, faced challenges due to its decentralized and inconsistent customer feedback system, which hindered its ability to make meaningful improvements and reduce customer churn. To address this, they partnered with InMoment (referred to as MaritzCX in the case study) to implement a centralized Voice of the Customer (VoC) programme and a scalable CX platform.

The solution from InMoment included a global survey programme translated into 25 languages, a closed-loop feedback system with automated alerts, and real-time reporting dashboards. This enabled DSV to achieve a service recovery response time of under 48 hours, increase customer follow-up activities from 60% to 95%, and see a significant rise in their Net Promoter Score (NPS). The programme fostered a customer-centric culture, improved customer retention, and contributed to organic growth.

DSV