Case Study: Nhất Tín Logistics improves customer satisfaction with Spectos GmbH

Challenges of Collecting Customer Satisfaction Data and Delegating Tasks to Employees

Nhất Tín Logistics, a leading express delivery company in Vietnam, needed a better way to collect customer satisfaction data and manage complaints as it rapidly scaled across the country. Its traditional channels like hotlines, call centers, and face-to-face feedback were too fragmented and passive, making it difficult to consolidate information and respond quickly to service issues. To solve this, the company turned to Spectos GmbH and its Customer Survey and Complaint Management solution based on the Spectos Real Time Performance Management™ platform.

Spectos GmbH implemented a centralized, real-time system that proactively surveys shippers and consignees via SMS or calls, converts complaints into tickets, and assigns them to the responsible teams for fast resolution. The solution also provides cockpit reporting for branch- and system-level KPI tracking. As a result, Nhất Tín Logistics improved service quality and customer care, with its overall satisfaction index rising by about 20%, while also increasing loyalty and reuse rates across branches.

Nhất Tín Logistics

Hoang Hai Yen

Director of Customer Service