Customer relations and satisfaction

2021 was a year of adjustment and refocusing our efforts to choose the best channels to gather feedback from our stakeholders, to enhance our culture and discipline of response, analysis, and continuous improvement.

Kuehne+Nagel's value chain is reflected in the integrated management system approach which is presented here.
In 2021, Kuehne+Nagel conducted different digital initiatives to improve customer satisfaction, such as in-depth research surveys, localised one-click feedback tools, and continually enhancing our myKN platform to collaborate with customers and partners.
Through our in-depth research surveys, we invited more than 10,000 customers around the globe to better understand their particular needs and requirements to improve the service experience across our business and functional units. While using our localised one-click feedback tool in different countries and regions, we received more than 17,000 responses that allowed us to get real-time information on how to improve our customer experience.
Along with these initiatives, we continued to enhance myKN, Kuehne+Nagel’s digital platform, to enable a permanent dialogue with our customers. In 2021, we increased active users by 25% compared to the past year, and one out of three utilised the platform once per day. This allows the user to have self-service access to different information in real-time.

Our focus for 2022

Now, more than ever, the fast-changing environment requires swift and effective customer responses. We have identified the need for a simple tool that allows our customers to give feedback at any time and helps our Kuehne+Nagel teams to respond and resolve issues quickly. In 2021, we made additional developments and improvements to our existing tool and will roll it out globally to our operative teams in freight forwarding.

In addition to this tool, we aim to deeper understand our customers’ needs by boosting our communication through in-depth surveys and structured conversations that further improve our service culture.

Partnership with customers:

  • Seaexplorer is Kuehne+Nagel’s online solution for seafreight. It offers customers complete transparency about the CO2 emissions of each container ship, regardless of the shipping company. By selecting environmentally friendly services, customers can reduce their CO2 emissions while also considering other parameters like transit time and reliability.
  • Coalition for the Energy of the Future in Transport and Supply Chain.
    We joined the Coalition for the Energy of the Future in 2021. The Coalition aims to speed up the development of future energies. Their goal is to support future green mobility models and reduce the impact of transport and logistics on climate change.
  • COP 26 – World Climate Foundation
    The UN Climate Conference in Glasgow (COP 26) has united many countries in autumn 2021. They all have a common goal: a more sustainable future. The conference wants to accelerate action towards the goals of the Paris Agreement. In the course of COP 26, Kuehne+Nagel participated in several panel discussions on reducing shipping emissions and accelerating the green transition and technologies through partnerships.

Air Logistics is working to offer low carbon solutions for customers.

Kuehne+Nagel wants to offer customers the option of moving their air freight, globally, without carbon emissions. In November 2021, Kuehne+Nagel successfully introduced the choice of providing the SAF100-option on all quotes (offline and online quotes).

For more information visit our website.

With this, Kuehne+Nagel is not only presenting the possibility to retrospectively substitute used fossil jet fuel kerosene with SAF, but is now offering this option for individual shipments during the quoting process. The conversion of our Air Logistics business into a Low Carbon Emission business has begun!