We value our customers’ opinions. That is why we at Kuehne + Nagel Finland measure customer experience regularly.
Customer satisfaction is measured by Net Promoter Score (NPS). The valuable feedback we receive enables us to develop our services to meet our customers’ needs.
Questionnaires are executed in co-operation with a third party consulting partner.
159 respondents during September-November 2016.
The Net Promoter Score, or NPS®, is based on the simple question of “how likely is it that you would recommend our company to a friend or colleague? “ To calculate a company’s NPS, the percentage of customers who are Promoters (scores 9-10) is subtracted from the percentage of Detractors (score 0-6). Neutral scores (7-8) are not included in calculation.