This is a final and crucial element in the transportation process and obviously demands more concentration.
And with the growth of e-commerce the business clientele base of Third-party Logistics providers and Supply Chain Management companies are rapidly increasing. Others, however insist customer service falls into its own category and deserves its own standards of measurement.
Respecting them and their time and schedules shows that you care more about them and your business as a whole than simply bringing in cash. Online services to track their shipments can work wonders, but human interaction is just as effective.
The value attributes under this dimension of the Kano model, are neither explicitly demanded nor expected by the customer but are latent.
What are the units of measurement? Very few firms have formulated specific, quantifiable objectives for handling returns at the retail level to pick up all damaged goods within five days, or to issue credit for returned goods within 20 days.
What is the relation between these functional areas in terms of communication and control? What is the internal customer service reporting system?