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Raflatac Outbound Voice Quaterly Survey

Raflatac Voice Quarterly Survey
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You are invited to participate in our Raflatac Voice Quarterly Survey.

In this survey, you will be asked to complete a survey that asks questions about KN IL Control Tower performance service quality evaluation.

It also intends to collect your recommendations and suggestion, enabling quality features development in line with the dynamically changing business needs.

It will take approximately 5 minutes to complete the questionnaire.

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential.

If you have questions at any time about the survey or the procedures, you may contact the person supervising the feedback - Business Manager Teemu Koivunen; email: [email protected].

Thank you very much for your time and support.

Please start with the survey now by clicking on the Continue button below.
 
 
1. Request & Deviation Management

1. Non Conformity performance

  – Any deviations after order from Raflatac until delivery – 98%

  - OTIF principle

  - Process related NC – Caused by carrier or KN where the      customer ETA have to be adjusted

2. Proactive reporting – Deviations proactively reported by carriers or KN - 69%

3. Request response time - 1 hr to response to request related transport status – 85 %

4. POD performance – International 5 working days, Domestic 1 working day – 80%

5. Number of claims – 0,05%

6. Control Tower availability - 8 am - 18 pm CET Mon Fri
Completely disagree Somewhat disagree Slightly disagree Neutral, Slightly agree Somewhat agree Completely agree
Does Control Tower respond to you in line with the above SLA ?
Is the content of response by Control Tower, complete & sufficient ?
Do you need quicker response by Control Tower, then current SLA?
Do you find Control Tower easy available within above SLA?
 
 
 
Please suggest improvments:
   
 
 
2. Reporting & Performance Management

Current SLA quality standards:

1. Non Conformity, as defined above
2. Proactive reporting, as defined above
Completely disagree Somewhat disagree Slightly disagree Neutral, Slightly agree Somewhat agree Completely agree
Do you find current non conformity and proactive reporting quality levels satisfactory?
Do you get reports by Control Tower on the scheduled days?
Is the content of the reports by Control Tower sufficient?
Are the Control Tower's reports data correct and consistent?
Are current Control Tower's reporting methods sufficient?
Performance: is current level of transport analytics by Control Tower sufficient?
Status visibility: is current level of transport visibility by Control Tower sufficient?
Cost control: is current level of transport analytics by Control Tower sufficient?
 
 
 
Please suggest improvements:
   
 
 
3. Visibility & Monitoring 

Current SLA quality standards:

Shipments visibility is provided via KN Control Tower enabled platform KN Login

Completely disagree Somewhat disagree Slightly disagree Neutral, Slightly agree Somewhat agree Completely agree
KN Login: Do you use Control Tower status visiblity platform ?
Is the information contained in KN Login correct & sufficient ?
Is KN Login availaible and reliable, when used ?
 
 
4. Continous Improvement: 

Do you find that KN is continuously improving performance?
What improvement areas do you find in the service currently?
Completely disagree Somewhat disagree Slightly disagree Neutral, Slightly agree Somewhat agree Completely agree
Do you find that KN is continuously improving performance?
 
 
 
Please suggest improvements:
   
 
 
5. Focus on Raflatac, as Customer (upon your direct contact with Control Tower representatives; Customer Service, Planning, Team Leads and Operational Manager)


Completely disagree Somewhat disagree Slightly disagree Neutral, Slightly agree Somewhat agree Completely agree
Empathy: do Control Tower representatives adopt customer’s viewpoint?
Courtesy: is Control Tower's representatives’ behaviour appropriate and professional?
Sense of priorities: do Control Tower representatives adopt appropriate sense of priority?
Solution driven approach: do you get Control Tower's updates assisted with the issue resolution?
Proactivity: is it presented by Control Tower representatives?
Sense of priority: does it get recognized by CT representatives?
 
 
 
Please suggest improvements:
   
 
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