Customer Care Award

Browns Distribution Services

Browns Distribution offers comprehensive solutions across every facet of the distribution supply chain. Its forward-thinking team has been pushing the boundaries of road haulage and pallet distribution since 1955. Embracing change, Browns values the direct impact that adaptability and evolving with the ever-changing industry landscape has on customer service. Providing exceptional customer service is a fundamental principle of the firm’s business character, supported by continual investment in people, technology and innovative approaches to challenge resolution.

Our judges said: “Customer care is clearly driven from a top-down approach. An in-house development team with custom-built tracking and portal and app demonstrates how their tech investments support customer experience and care.”

DFDS Logistics

DFDS Logistics has overcome major challenges to achieve exceptional growth driven by a commitment to outstanding service. Elevating customers to the status of partners, and going the extra mile to exceed their expectations, is engrained at every level of the business.

Initiatives include forming a business partnering and projects team, increasing interaction with customer partners and tailoring KPIs for each partner. Outcomes have surpassed targets with customer satisfaction at record highs and a 37% increase in NPS.

Our judges said: “This entry demonstrates clear business goals and objectives with strong senior executive involvement. DFDS is seeing significant improvements in their metrics by introducing improvements including a dedicated project team and dashboard.”

Dpd Uk

In 2022 DPD once again delivered industry-leading service quality and high levels of choice and convenience to the UK’s home shoppers, resulting in exceptional customer loyalty, a world-class NPS of 76 and another year of excellent financial results.

Innovations to the shipper and shopper experience included an extension to hub sortation hours and the introduction of zero-emission home delivery robots to the fleet.

Our judges said: “A different

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class to most companies. You have to not only consider the levels of customer satisfaction but also the scale of the business that is achieving them.

“A sense that customer care sits on the senior leadership agenda and numerous initiatives including more flexible delivery windows, more time, an app for driver ratings and suggestions, all reflected in high NPS and Trustpilot scores.”

Speedy Freight

Customers are the bedrock that Speedy Freight’s business revolves around. Its services are designed to provide simple, high quality and efficient logistics solutions that put the customer first. The company offers a problem-solving service to customers which is entirely bespoke around their individual requirements. This has produced an exemplary NPS of 90 which places Speedy far and above the industry standard, and a 5-star Trustpilot rating.

Our judges said: “Speedy has an outstanding Trustpilot rating - the highest seen in all the entries - and clearly does what it does very well. A wide range of flexible models of delivery and options to support customers’ needs, focused on making the customer experience a positive one. The company prides itself on providing the feeling of a local service even though it is moving goods nationally and internationally.”

Walkers Transport

It was imperative that Walkers Transport continued to deliver superior service levels to its customers during 2022, while resisting macroeconomic challenges and navigating resource shortages to ensure its customers were shielded from any impact.

The company was “hyper-focused” on the retention of higher margin, loyal customer accounts and let go of lower margin work in order to do so. This approach allowed Walkers Transport to protect key accounts at times of industry instability and embed itself into their operations as an indispensable, long-term strategic partner.

Our judges said: “A really strong entry from a very professional company, illustrating how customers can monitor progress through the portal, reviews and account teams. Livery for customers’ customers as an example of delighting the customer was also a nice touch.”