How to Automate Post-Delivery Surveys with Linbis
Customer feedback is critical in logistics. After a shipment is delivered, companies need to measure service quality, detect issues, and improve customer satisfaction. Doing this manually—sending surveys by email or phone—takes time and results in low response rates.
Survey Automation Logistics Introduction
With Linbis survey automation, NPS (Net Promoter Score) or CSAT (Customer Satisfaction) questionnaires are sent automatically after every delivery. This ensures consistent feedback collection and actionable insights for continuous improvement.
Step 1: Define Survey Trigger
- Trigger: Shipment status = Delivered in Linbis TMS.
- Alternative: POD uploaded or confirmed.
Step 2: Prepare the Survey
- Choose format: NPS (0–10 rating) or CSAT (1–5 rating).
- Tools: Google Forms, Typeform, or Linbis integrated survey templates.
Step 3: Automate Survey Delivery
- Linbis sends survey link automatically by:
- Email (with branded template).
- WhatsApp/SMS (via Twilio).
- Customer Portal notification.
- Email (with branded template).
Step 4: Collect and Store Responses
- Responses flow into Linbis CRM.
- Results are linked to shipment and customer profile.
- Analytics dashboard shows average score, trends, and areas for improvement.
Step 5: Act on Feedback
- Negative scores trigger escalation:
- Create ticket for support team.
- Notify manager instantly.
- Create ticket for support team.
- Positive scores: Customers receive thank-you message and loyalty follow-up.
Survey automation logistics Advanced Features
- Multi-language support for global clients.
- Automated reports (weekly/monthly customer satisfaction dashboards).
- Integration with CRM for long-term customer analytics.
- Benchmarking: Compare satisfaction across routes, carriers, or regions.
Real-World Example 🚛
A logistics provider in Colombia automated NPS surveys with Linbis. Results in 3 months:
- Response rate increased from 12% to 48%.
- Identified recurring carrier delays in one lane.
- Customer satisfaction score improved by 15% thanks to faster issue resolution.
Survey Automation Logistics Benefits 📈
- Consistent Feedback: Every customer is surveyed.
- Better Insights: Identify strengths and weaknesses quickly.
- Efficiency: No manual follow-ups needed.
- Customer Loyalty: Proactive engagement builds stronger relationships.
- Scalability: Manage thousands of surveys without extra staff.
Conclusion
Automating post-delivery surveys with Linbis gives logistics companies a reliable way to measure service quality and improve customer satisfaction. By triggering NPS/CSAT questionnaires automatically, businesses collect feedback at scale, resolve issues faster, and strengthen customer loyalty.