The reviews are in – all 160,000 of them – and the majority show high customer satisfaction with ArrowXL’s service, according to the two-person home delivery firm.
It said it currently holds a score on Trustpilot of 4.6, which it said underscores a commitment to delivering exceptional customer service.
ArrowXL said it emails customers an invitation to leave a Trustpilot review after each delivery and these are then analysed, collated and shared with colleagues on site specific ‘voice of the customer’ dashboards twice a week.
Any negative feedback is expedited for investigation with the aim of understanding the reason for the review and to attempt to convert the customer’s experience to a positive one.
Joanne Horne, voice of the customer manager at ArrowXL, said: “Reaching 160,000 Trustpilot reviews is a testament to the hard work and dedication of our team. Each review is a valuable insight that helps us to continually improve our service, and remain at the forefront of the logistics industry.”
Trustpilot began in 2007 and is one of the world’s largest online review platforms, allowing customers to share their experiences and provide feedback on businesses.
