CUSTOMER SATISFACTION MANAGEMENT
GLOVIS has established a Customer Satisfaction Management System to continuously ensure the satisfaction of our customers.
As a global company, GLOVIS has a wide range of stakeholders, including companies and customers in general, suppliers, and our own employees. And we want to hear the voice of all these stakeholders in order to respond to a rapidly changing business environment. In this sense, we are engaged in different actions for higher customer satisfaction, based on Customer Satisfaction (CS) surveys and campaigns.
GLOVIS conducts customer and supplier satisfaction surveys in order to improve the quality of our service. We have looked for ways to improve survey methods to increase the reliability of this data. In particular, we conduct in-depth interviews with some of the respondents so that we can constantly broaden the Voice of the Customer (VOC) responses.
We conduct an "Internal Customer Satisfaction Survey" to identify the synergy between support organizations to establish cooperation between departments and to strengthen internal competitiveness once every two years.
GLOVIS is working to promote a customer-focused corporate culture by communicating our customer satisfaction policies through the selection of CS leaders and rewarding outstanding CS teams.
Additionally, we conduct a variety of information security programs to increase awareness of information security among all employees.
“We will not only fulfill customer satisfaction. We will put customer service as our top priority.”
HOW WE OPERATE
A Practical Guide to Customer Satisfaction
Get closer!
Reach out to customers and maintain a good relationship with them
Visit in person!
Visit clients regularly and exercise the systematic customer management
Listen!
Listen to what customers say and provide timely solutions
Improve the quality of service!
Always offer a better service
Open your mind!
Value your counterpart and express deep gratitude
Satisfy the customer's needs!
Give top priority to customer satisfaction by thinking from the customer's perspective
CUSTOMER GROUPS
THE TOP 4 POLICIES FOR
CUSTOMER SATISFACTION
Customer Satisfaction (CS) Survey / Voice of Customer (VOC) Improvement
Glovis measures the customer satisfaction index in sales, contract management, calculations, communication, etc. Additionally, we identify areas for improvement based on customer complaints.
CS Campaigns
We embed the customer satisfaction mindset by running CS campaigns and events for our employees. We also disseminate the CS culture through various public relations channels.
Service Quality Education
We have established the 'CS Career Path' system based on the ratings we offer our employees. Training courses for our suppliers have been prepared based on a pre-training needs assessment for each target audience, promoting customer-focused quality services.
CS Leader Workshop
We share annual directions and CS results by selecting CS leaders and holding a workshop for them. We also constantly motivate CS leaders to improve customer satisfaction by rewarding outstanding CS teams.
