Field and Service Operations
Customer satisfaction tracking for cargo and logistics companies
At cargo companies, the customer experience is shared between the courier, the transfer hub and the branch, while complaints are often posted directly on complaint platforms. Comvo measures the post-delivery experience, routes issues to the relevant branch or region and manages complaint platform entries in the same process.
Key challenges in the industry
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Late delivery
Where the delay occurs is not visible from the customer's point of view.
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Courier conduct
A "recipient not at address" notice while the recipient is at home damages trust.
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Damaged shipments
A damage complaint turns into a long process for both sender and recipient.
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Complaint platforms
Şikayetvar entries are among the most visible reputation channels for a brand.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Drop-off branch
- Courier delivery
- Transfer and tracking
- Branch pickup
- Damage and loss process
Sample survey
Recipients answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- Yes / NoSingle-choice question; the selected answer can be used as a condition in rules.
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- Yes / NoSingle-choice question; the selected answer can be used as a condition in rules.
Questions, scales and conditional logic are tailored to your company. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 When delivery is completed, the event is sent and the recipient receives a survey by SMS.
- 2 The response is matched with the tracking number, branch and courier.
- 3 A negative response is assigned to the manager of the relevant branch.
- 4 Entries on complaint platforms are brought in through a custom import and enter the same case process.
- 5 Results are reported by region and branch.
Sample alert rules
- If "Was your shipment damaged?" is answered "Yes", a case is assigned to the damage team with a 24-hour resolution time and critical priority.
- If the courier score is 2 or lower, the case goes to the branch manager with a 48-hour resolution time.
- A Şikayetvar entry is opened as a case for the relevant regional manager.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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Perceived on-time delivery
You track it by region and branch.
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Courier satisfaction
You compare couriers and branches.
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Damage rate
You see the routes where damage reports are concentrated.
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Complaint resolution time
You measure how long it takes to close platform complaints.
Key modules
- Distribution QR, email, SMS and automatic post-transaction sending Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Online Reputation Reviews from Google, App Store, Şikayetvar and other platforms Learn More
- Organization and Permissions Role and access management that fits your structure Learn More
Related guides
- Process How to Set Up a Complaint Management Process The steps of a structured complaint management process from intake to resolution: classification, assignment, resolution deadlines, escalation and reporting.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
- Measurement What Is CSAT and How Is It Measured? CSAT measures how satisfied customers are with a specific experience. Learn the question format, scale choice, two calculation methods and where to use it.
Frequently asked questions
How do Şikayetvar entries come in?
Şikayetvar entries are brought into the panel through a custom import; complaints without a rating automatically become critical cases.
Can hundreds of branches be defined?
Branches and regions are uploaded in bulk with Excel, and permissions are granted by unit.
Can sending companies receive surveys too?
Periodic relationship measurement can be carried out with corporate customers through a separate survey.
Let us map out a scenario for your industry together.
Share your branch structure and the points where you interact with your recipients and senders, and we will prepare a suitable survey and rule set for you in a demo environment.