Committed to Excellence:
Highlights from our Global Clients Feedback
At deugro, client satisfaction sets the guide on how we operate, improve, and deliver on our promises. In a complex and fast-moving logistics landscape, understanding how our clients experience our services is essential to ensuring we meet their expectations today—and continue to exceed them tomorrow.
That’s why we annually launch our Client Satisfaction Feedback Campaign. Now, with responses collected from across the globe, we want to share the key insights and how we’re turning that feedback into action.
Understanding What Matters Most
To evaluate the quality and impact of our services from the client’s perspective, the survey focused on three critical dimensions: communication satisfaction, service satisfaction, and long-term client engagement.
By looking at the clarity and responsiveness of our interactions, the reliability and quality of our services, and the strength of our client relationships, we gained a comprehensive view of where we stand and where we can go further.
A Truly Global Perspective
Over the course of the last year, we received hundreds of responses from across the globe, reflecting the breadth of our operations. Nearly a third came from Southeast Asia and Oceania, while Southern and Western Europe, India, and Africa contributed a significant share.
The Far East and Middle East also provided substantial feedback, along with insights from Greater China, Pakistan, Scandinavia, Eastern Europe, the Americas, and North America.
This global reach gives us the confidence that the results reflect a wide variety of perspectives and expectations, helping us improve not just globally, but also locally.
Strong Results Across Key Areas
We are proud to report an overall average satisfaction score of 97.35%, with the vast majority of responses falling into the “Satisfied” or “Very satisfied” categories. These high scores confirm that our clients recognize and value our efforts to provide consistent, high-quality service.
Certain areas stood out even more. Clients rated our focus on Health, Safety, Environment & Security especially high, with a score of 98.75%—a clear reflection of our safety-first approach.
Our technical proposals also received high praise, achieving 98.14%, while the handling of cargo, property, and information followed closely behind at 97.92%.
Feedback on responsiveness and time to answer reached 97.66%, and the quality of information provided earned 97.67%, highlighting the strength of our communication and service transparency.
Turning Feedback into Action
While the results are encouraging, they also offer a roadmap for where we can do even better. In areas such as the competitiveness of our services, where we scored 95.54%, and on-time delivery, which was rated at 96.42%, clients indicated opportunities to further elevate performance. The quality of our commercial proposals also stood out as an area to strengthen, with a score of 96.70%.
These insights are now informing quality discussions across teams and regions. Whether it’s refining internal processes, strengthening operational coordination, or enhancing value communication, we are using client feedback to guide real and measurable improvements.
Looking Ahead
These results reaffirm the trust our clients place in us and our responsibility to keep that trust strong by listening, learning, and evolving.
To our clients: thank you for your openness, your partnership, and your trust. Your feedback helps us move forward with purpose.
Learn more about our approach to quality and client satisfaction in our latest Sustainability Report.