We believe that logistics isn’t just about moving goods, but it’s about moving forward together. That’s why we’ve made it our mission to shift from being simply a service provider to becoming a true partner to our customers. And that transformation is not based on assumptions; it’s based on your voice. The insights we gain through our Customer Satisfaction Survey are not just numbers on a screen, they’re the compass guiding our journey.

Customer-centricity at Samskip isn’t confined to strategy meetings or future planning sessions. It’s present in the daily decisions we make, in the way we respond to challenges, and in how we continue building trust. From every piece of feedback, we don’t just extract data, we also gain direction. That direction is already shaping our next steps, and the changes we’re implementing are grounded in what matters most to you.

When we conducted our bi-annual Customer Satisfaction Survey, a few key themes stood out clearly. Reliability continues to be essential to consistent delivery performance, clear expectation management, and rapid issue resolution remain at the heart of what you value most. You also emphasized the need for timely, transparent communication, especially during service disruptions. Maintaining your trust during challenging moments depends on how well we communicate, and we take that responsibility seriously. You also let us know that the digital tools we’re offering such as our customer portal and other solutions for order management are appreciated and delivering value. We’re grateful for that encouragement, and it fuels us to keep innovating.

Your feedback isn’t just heard. It’s considered and acted upon. In fact, it’s already driving major developments across Samskip. We’re introducing dedicated Customer Success Teams to ensure you always have access to the right expertise, exactly when it matters most. These teams will focus on strategic alignment, service excellence, and long-term account growth.

As CCO Christina Sauter said:
“We want to be more than a logistics provider. We aim to be a partner that listens, learns, and adds value at every step, moving from reactive to proactive. From transaction to partnership.”

We’re also strengthening how we respond to issues when they occur. Our customer service and sales teams are now empowered to act swiftly and decisively in moments of disruption, with the goal of minimizing impact and restoring service as quickly as possible. This shift from reactive service to proactive care is one of the key building blocks of our customer-first approach.

At the same time, we’re accelerating the development of the digital tools you use every day. We’re refining the customer portal, streamlining booking flows, enhancing visibility, and expanding self-service features and all with the aim of making it easier, faster, and smarter to do business with Samskip.

But beyond platforms and processes, this journey is really about trust. We see the Customer Satisfaction Survey as more than just a formality, it’s an invitation to grow and evolve together. It’s how we measure our progress, identify opportunities, and ensure that our service evolves alongside your needs.

So from all of us at Samskip, thank you. Thank you for sharing your voice. For telling us what works, and what can be improved. Your insights are helping shape the future of Samskip and we can’t wait to keep building that future together.