Pall-Ex, the UK’s leading palletised freight network, is celebrating a surge in customer satisfaction, as its latest Corporate Customer Satisfaction Survey reveals a notable rise in positive feedback between 2023 and 2024
The Leicester-based business scored an impressive average score of 4.5 out of five on a range of key metrics covered by the survey, an increase of 0.5 on the same survey in 2023.
The report found that Pall-Ex customers noted improvements in all major areas covered by the poll, ranging from the quality of information made available by the Pall-Ex customer service team to the speed at which enquiries are answered.
It’s the third year that Pall-Ex has conducted such an extensive review of its service to customers and sees the second consecutive improvement to year-on-year scores.
The findings of the survey crown an impressive year for Pall-Ex’s customer service division, with the Group Commercial department winning the much-coveted ‘Team of the Year’ award at the 2024 Motor Transport Awards. This year’s triumph marked the third win in nine years for Pall-Ex, which also secured victories in 2015 and 2017 – recognising the forward-thinking, service-focused culture which is endemic to the business.
Indeed, the Group’s unique customer service offering has not only helped Pall-Ex secure new business, but retain and grow existing clients too. Across the past year, Pall-Ex has made significant investment into development of its IT systems, including the launch of innovative ETA software which provides customers with a two-hour delivery window that updates in real-time, affording greater accuracy and ensuring customers have up-to-the-minute insights into the status of their delivery.
Jonathan Munnery, Head of Operations for Imex Ceramics, a Pall-Ex corporate customer, says: “We put thousands of pallets into Pall-Ex each year and are always impressed by their exceptional and consistent service. Delivery delays are minimal but if there is a problem, Pall-Ex always makes us aware of the issue before we are even aware of it ourselves. They are very open and honest which gives us the opportunity to contact our customers and make them aware of any delays.”
Michelle Naylor, Commercial Director at Pall-Ex Group, adds: “I am delighted our corporate customers survey had such positive results. has seen a significant boost for the Pall-Ex Group network, as we have continued to gain market share in an otherwise stagnating marketing.
“This feat is largely down to the success of our now award-winning Commercial Excellence project, not only bringing new customers to our two UK networks but also retaining and growing our existing customer base.”
