Record NPS and the “human face” of logistics: We summarize the customer satisfaction survey in the Raben Group

More than 43% of our customers took the time to share their feedback with us. The result? A record-breaking increase of 11 percentage points in our NPS score and a clear signal that our “Logistics with a human face” strategy is more than just a slogan. Discover the key insights from the Raben Group Customer Satisfaction Survey 2026.

This year’s survey, conducted across 19 companies within the Raben Group, is our most important performance benchmark of the year. The high response rate (43.2%) and the year-on-year increase in the number of responses clearly show that our customers want to have a real influence on how our services evolve. The results unequivocally confirm that the Raben Group is strengthening its position as a leader not only in operations, but also in relationship building. Above the Market Average: Key Indicators

The core metrics demonstrate that consistency in action translates directly into genuine business partner satisfaction:

• NPS (Net Promoter Score) reached 59, representing an impressive increase of 11 percentage points compared to last year. Importantly, this result places us well above the industry average for the B2B logistics sector (approximately 40).
• As many as 67% of respondents are Promoters – customers who declare their willingness to recommend Raben Group services to their partners.
• CSI (Customer Satisfaction Index) stood at 82%, confirming that our processes are stable and precisely aligned with market needs.

Why Does It Matter?

As an organization, we believe that behind every delivered shipment there is a person and their expectations.

“For us, the Customer’s voice is not just a statistic in an annual report – it is our most important strategic compass. An NPS score of 59 is a great achievement, but what lies behind this figure matters even more: it reflects the enormous trust placed in us by customers across 19 Group companies. The decrease in the share of Critics to just 8% confirms that our standardized approach to quality improvement delivers tangible results.

The Customer’s voice fuels change – every comment, even a critical one, is a valuable source of insight. We analyze feedback and implement improvements where customers see the greatest potential. Such a high rating of our professionalism and friendly approach is highly motivating, but we are not resting on our laurels. These results are a commitment to prove every day that logistics with a human face is our strongest competitive advantage.”

— Katarzyna Hajduk,
Group Customer Service Excellence Manager

What Do Customers Value Most?

In this year’s edition of the survey, customers once again pointed to two key pillars of our cooperation:

• Professionalism – operational efficiency and reliability you can depend on under all circumstances.
• A friendly approach – partnership built on relationships and a deep understanding of the customer’s business specifics.

What’s Next?

The survey results are a strong impulse for further improvement. Every percentage point of the CSI and every NPS score reflects the dedication of thousands of employees across the entire Raben Group.
Thank you for being with us and for building the future of our customers together.