For many supply chain businesses, customer experience (CX) is a key differentiator and driver of business growth — and as the industry’s CX landscape evolves to meet higher-than-ever customer expectations, trends are continually shifting.
DDC FPO recently conducted a comprehensive survey to explore these trends. We gathered insights from over 200 supply chain professionals, ranging from frontline customer service agents to C-Suite executives across the industry—from shippers and carriers to 3PLs, technology vendors, freight forwarders, and warehousing companies.
The results are in; we break them down in our new report, 2024 Customer Service Trends in the Supply Chain.
Compared to last year’s report, a higher percentage of companies indicated that they encountered challenges in customer service, particularly in the realm of technology-related challenges, which increased by 175% year over year.
The findings also reveal a strong emphasis on customer experience. 68% of companies reported a substantial return on investment (ROI) from their CX initiatives — and on average, respondents rated customer satisfaction (CSAT) as the most important key performance indicator (KPI).
Additionally, companies that expanded their customer service operations in 2023 were more likely to report an increase in CSAT scores than those that did not.
Simply put, most supply chain organizations recognize the value of delivering customer service that exceeds expectations. In this competitive industry, it's not just about providing a service or product anymore — it's about prioritizing CX.
