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

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

Raben Group in Ukraine

Survey results in Ukraine show particularly positive trends. In 2026, the NPS reached 73, a significant increase from 62 last year. This result reflects a high level of customer trust and confirms the effectiveness of our approach to building partnerships, even in challenging market conditions.

“We sincerely value the opinion of each of our customers and are grateful for their trust and cooperation. Even despite the complex economic challenges, we continue to build reliable partnerships, focusing on service quality and the real needs of businesses. For us, feedback is not just an assessment of results, but above all an opportunity to improve, respond more quickly to market needs, and develop our services together,” 

— Olena Lozynska, 

Domestic Road Network Director at “Raben Ukraine.”