Client evaluation of our service.
We are interested in feedback from our clients. That is why we evaluate the quality of our cooperation annually – systematically and continuously since 2019.
In addition to regular business meetings, we also use questionnaires to ask about service satisfaction and the Skladon brand perception. We continue to work with the received results – they are crucial for us for further logistics and technology development.
Take a look at where we currently stand with our clients.
The feedback of our clients is the cornerstone for us to further direction of our company.
Evaluation methodology.
Our current clients. Specifically, their representatives, who are in daily contact with us and thus know in detail the current state of cooperation. They provide us with their logistical needs and wishes – the basis for further improvement of our service.
Globally recognized methodology for measuring customer loyalty. Results are scored on a scale of “-100% to +100%”, the specific rating ranges can be found in the chart below.
In addition to the above methodology, we also use a classic scoring scale from 1 point (worst result) to 10 points (best result).
Feedback is also gathered qualitatively through optional text responses.
We also compare the results year-on-year in order to map the qualitative trend over time.
NPS score evaluation.
Questionnaire: Service quality evaluation.
Late January/February. We purposely choose the date immediately after the busiest period of the year, which in our case is the (pre)Christmas logistics season. We anticipate such a wide variance in the ratings because our clients have fresh experience with the operational requirements.
We focus on quality in logistics, customer care, the client application MySkladon and general questions with our service.
Logistics processes rating (⌀8.97 points)
See the results of the service quality rating (overall: 68% NPS, ⌀8.99 points)
NPS satisfaction with adaptation to specific requirements (⌀9.37 points)
NPS satisfaction with last Christmas season's performance (⌀8.81 points)
NPS recommendation of our service to other companies (⌀9.52 points)
Verbal evaluation of our service quality
Overall satisfaction with the quality of goods receipt (⌀9.3 points)
The receipt of goods in Skladon is amazing. Far better than our other warehouses in the UK and USA.
Andrew Jackson
CEO Freet Barefoot
Questionnaire: Skladon brand perception.
June. We consider this month to be the most suitable for an objective assessment of our brand perception. As a rule, it is one of the logistically calmest months of the year.
Our corporate strategy defines both positive (professionalism, partnership, ambition, trust, innovation) and negative (exclusivity, standardization) brand values that guide us in our daily operations towards our clients and employees.
Reliability (⌀9.07 points)
See the results of the Skladon brand perception evaluation (overall: 58% NPS, ⌀8.74 points)
NPS Trust (⌀8.89 points)
NPS Innovation (⌀8.33 points)
NPS Ambition (⌀8.67 points)
Verbal evaluation of the Skladon brand perception
I associate with Skladon such things as fast customer service, willingness to help, well managed ticketing portal and speed of resolution.
Pavlina Zizlavska
Senior Operations Manager Skinners
Frequently asked questions.
All operations in our distribution center are managed by a warehouse management system (WMS), which, in addition to efficiency and productivity, minimises the risk of human error. The WMS also acts as an aggregator of data from our clients’ sales channels (online stores, marketplaces, ERP systems, etc.) and the client MySkladon application.
Our services are billed on a monthly basis. Each of our clients pays a flexible amount for a specific month, where they are charged for the services they have actually used – warehouse space and logistics operations. We set individual quotations with our clients at the beginning of our cooperation, according to their specific needs.
We flexibly increase our team of full-time employees with agency workers, where we primarily choose from already trained ones. If necessary, we implement multi-shift operation, weekend shifts or paid overtime. Individual workstations and warehouse processes are set up for multiple increases.
Would you like more information about the quality of our service? Contact us.
Call us at (+420) 774 448 397, or
email us at sales@skladon.cz
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