Are you aware that delivery is one of the main purchasing criteria? According to a study conducted by Uber’s delivery service, 88% of e-consumers make purchases in part because of the delivery experience offered.
This logistical stage therefore represents a major challenge for shippers. They need to find a carrier capable of offering a low rate of transport disputes and a pleasant experience.
Since the latter operates on a white-label basis, in the event of damage, it’s your reputation that will be directly impacted.
With customer satisfaction as its main mission, Goëvia has deployed numerous actions to achieve a very low rate of transport disputes.
👉 How do you manage your transport station?
Low transport dispute rate thanks to improved service rate 📈
At Goëvia, we are implementing concrete actions to optimize both our net and gross service rates. In Gironde, we take charge of last-mile delivery, i.e. the final journey between the warehouse and the consignee. At this crucial stage, our customer satisfaction rate exceeds 98%, thanks to our rigorous control of performance indicators.
The gross service rate, which covers the entire transport process from shipper to consignee, including the possible intervention of other players, is maintained above 95%. To achieve this, we work with like-minded carriers within the Evolutrans networknetwork, guaranteeing reliable, efficient deliveries throughout France.
👉 I would like to download the guide “How to manage your transport station” 100% free of charge
Measuring and analyzing problems 🔍
We carry out an in-depth analysis of recurring problems encountered on the quays and with shippers, with a view to implementing appropriate solutions:
Un service CSM performant 🚀
Our CSM (Customer Success Manager) team assesses the level of compliance of the various activities and works with other departments, in particular the QSE (Quality Safety Environment) team, in the event of non-compliance, in order to find sustainable solutions.
Le D Day pour analyser les livraisons 🤓
Every day, an analysis of deliveries is carried out, known as D Day, to examine the failure rate and identify causes and reasons. In the event of a malfunction, Goëvia’s CSM teams instantly alert the customer, and every week an internal meeting is held to identify and resolve any points of friction.
Good customer error management 💪When shippers place an order, whether by e-mail or telephone, there is a risk of errors. Missing data or providing incorrect information can have significant consequences such as losses, re-delivery requirements, damages, etc. As an indication, 60% of failed deliveries are attributable to this. With Goëvia Online, our online transport booking platform, we ask for precise and compulsory information, which helps to significantly reduce the rate of incorrect information and, consequently, potential disputes. We would like to emphasize that the online ordering process takes no more than 5 minutes, guaranteeing optimum efficiency. So what are you waiting for?
Suivez votre transport en temps réel 📍
On Goëvia Online you can also track your transport in real time. Far from being a simple gadget, this tool enables you to inform the recipient rapidly in the event of delay or damage.
Take out Ad Valorem insurance to protect your goods ✅
On Goëvia Online, you can activate ad valorem insurance. Although disputes are rare, this protection fully covers you in the event of damage, a definite advantage for valuable goods.
Want to know more? This article on the limit of carrier liability should be of interest to you.
Here are the key benefits:
- 📦 F ull coverage: compensation based on the declared value of the goods.
- 🕑 F ast compensation: short processing times, usually less than a month.
- ✅ Peace of mind: no cumbersome administrative procedures, everything’s simplified.
👉 I book reliable transport now 🚛
Delivery quality has a direct impact on the shipper’s reputation, strongly influencing customers’ purchasing decisions. Aware of this responsibility, we are committed to maintaining an extremely low rate of transport disputes. Here are the actions we are taking to achieve this:
👉 Introduction of D Day: an initiative to anticipate and resolve potential problems as soon as they arise.
👉 Regular meetings: frequent meetings with our teams to analyze and resolve recurring problems, guaranteeing continuous improvement of our service.
👉 Real-time tracking with Track & Trace: monitor your shipments at all times and anticipate any delays.
So put your trust in us!
