1. Annual report 2015
  2. Business operations
  3. VR Transpoint
  4. Prioritising customer satisfaction
  • Supervisory Board
  • Risk management
  • Insider administration
  • Audit
  • Internal audit
  • Remuneration
  • VR City Traffic
  • Properties
  • Conductor
  • For the investor

    • Prioritising customer satisfaction

    • VR Transpoint conducts an annual customer satisfaction survey that provides valuable information for developing operations. 
    • The overall result was satisfactory, although slightly weaker than before.

    In its customer satisfaction survey for 2015, VR Transpoint received an overall rating of 3.9 on a scale of one to five. The result was still satisfactory, although slightly lower than before.

    Around 300 customers answered the survey. In the previous year, the result was 4.0, but a change in research methods meant that the results are not completely comparable.

    There were positive developments especially in occupational safety, which received a rating of 4.2 from customers. According to the survey, customers trust the professional skills of sales personnel and they are service-oriented. The development targets that emerged will be carefully reviewed in the business units.

    According to the customer satisfaction survey, customers expect VR Transpoint to especially provide them with reliability in transportation, adherence to timetables, reliability as a partner and customer orientation.

    Moving forwards with customers

    VR Transpoint is committed to the continuous development of customer orientation and satisfaction. Customer orientation requires understanding the customer’s business operations and individual needs as well as expertise related to the whole logistics chain.

    Customer orientation means not only answering the customer’s expectations and wishes and the good fulfilment of the tasks that are agreed upon, but also supporting the customer's business operations with solutions that produce added value.

    VR Transpoint offers the possibility of flexibly combining railway and road transports to meet the changing needs of customers. With comprehensive logistics solutions, the whole transport chain and any added services are customised according to the customer’s needs, from factory to harbour.

    In 2015, VR Transpoint began preparing even more detailed service promises. When any customer-specific needs have been identified, customers can be provided with promises related to e.g. punctuality or safety.