Case Study: DSV achieves rapid, scalable closed-loop feedback and boosts NPS with InMoment

Launching an Efficient Closed Loop Feedback Programme While Developing a Customer-Centric Organisation

DSV, one of the world’s largest transport and logistics companies operating in 85 countries with 45,000 employees and over 250,000 customers, lacked a unified customer experience program. Voice-of-Customer efforts were fragmented across local teams using different survey tools and methodologies, with no consistent closed‑loop process to resolve issues or drive cross‑organizational improvements—resulting in only marginal gains in customer experience and limited impact on retention.

DSV partnered with a global CX platform to centralize surveys (translated into 25 languages), standardize relationship and transactional feedback, and implement an automated closed‑loop process with real‑time alerts and a 48‑hour response SLA. Rolled out across 46 countries and used by 2,000+ frontline users, the program increased follow‑up activity from 60% to 95%, delivered faster responses (previously up to 10 days), raised NPS, improved customer retention and growth, and sparked a customer‑centric cultural shift among thousands of employees.

DSV

Anders Norman

Director of Customer Experience