Regular customer experience measurements are an important part of CHS Air & Sea Oy’s continuous development work.
The survey was conducted in September and included customers from various industries who use our air, sea, road and special cargo services.
CHS' strengths in the eyes of customers
1. Fast response and clear communication
2. Personal and friendly service
3. Expertise and professionalism
4. Flexibility
5. Reliability of deliveries
The average score of the statements was 9,3/10, which indicates our customers' strong trust and satisfaction in working with CHS. The result increased slightly from the previous measurement and shows that we are constantly developing in the right direction.
CHS's customer service and professionalism receive thanks from our customers
The results show that CHS's customers particularly value quick response, clear communication, personal service, and expert and flexible operations. The versatility, reliability, and delivery reliability of our services were also appreciated.
A few answers from our customers in the open field of the survey:
“Absolutely fantastic customer service, the contact persons are valuable.”
"Familiar employees, professionalism and quick response and service. There are always answers and support for things that are unfamiliar to me."
"The schedules have held up well and the information is up to date."
"Personal service that takes into account the customer's needs, prompt responses."
"Speed and quality! Both in terms of contacts and deliveries. Through you, we have found delivery solutions that support our operations perfectly."
"Your greatest strength is quick response. Our products are sensitive to schedule changes. The staff is friendly and easy to approach."
"Packages are well taken care of, and you don't have to worry about running out of dry ice in the middle of the journey, even if the package gets stuck at customs."
“Customer service is really straightforward and efficient. This makes cooperation really easy.”
"Your work is absolutely brilliant! Keep the current operating model!"
CHS's NPS score of 73 indicates that our customers are very likely to recommend us to others
This is an excellent achievement, clearly exceeding the average for B2B logistics players. The international logistics industry average NPS is 40.
Thank you to our customers!
CHS's success is based above all on professional and friendly people – who do their best for our customers every day.
Thank you to all our customers who participated in the customer satisfaction survey for their trust and cooperation!

Marianne Harjula
Marketing Manager
+358 20 7669 450
marianne.harjula(at)chs.fi
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