MEASUREMENT OF THE CUSTOMER SERVICE IN LOGISTICS

Logistics is increasingly seen as an integrated management system of the circulation structure of goods, products and information in the conditions of expanding the scale of company operations, extending the logistics chain, intensifying competition and the growing importance of customer service. Today's companies need to combine the efficiency and competitiveness of business in the global market with sensitivity to the needs of local customers. To provide it, logistics companies need to look for new solutions, which aim to constant control and improvement of the customer service process. Their key task is the measurement of the quality of customer service. In practice survey of customer satisfaction is most often used. However, the observation of practice shows many disadvantages of such a solution. Customers often do not want to get involved in the assessment mainly from a lack of conviction of their impact on changing treatment by the company. Often obtained information is accurate only in cases of negative experiences with the cooperation of the logistics company. This paper proposes a system for measuring the quality of customer service dedicated to logistics companies. It is based on a set of indicators of the most important areas of customer service. They enable rapid and constant control of the customer service process. In the presented solution pays particular attention to indicators related to the strategic objectives of the company. The implementation of the presented solution leads to increase the quality of customer service and improve its competitiveness on the market.