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How Logistics Impacts Customer Satisfaction
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In today’s highly competitive business landscape, product quality alone is no longer enough to win customers’ hearts. One of the key factors in creating a satisfying customer experience is logistics. The delivery process has become an integral part of the overall customer service, and how logistics is managed greatly influences how customers perceive a brand or company.

1. Speed of Delivery

Modern customers expect fast delivery. In e-commerce, for example, next-day shipping has become a standard in some markets. When logistics run quickly and efficiently, customers feel valued and satisfied. On the other hand, delayed shipments can reduce trust and even trigger negative feedback on social media that can have lasting effects on a company’s reputation.

2. Accuracy of Shipment

Speed is not enough — the items shipped must also be accurate in terms of product type, quantity, and destination address. Delivery accuracy reflects a solid logistics system with minimal errors. When customers receive the correct order without any issues, it boosts their loyalty to the service.

3. Transparency of Shipment Status

Customers don’t like being left in the dark. They want to know where their package is in real time, from pickup to delivery. A transparent and accessible tracking system is key to building trust and peace of mind. When customers can track their shipments on their own, it also reduces the burden on customer service teams.

PT SPIL’s Logistics Solutions for Enhanced Customer Satisfaction

PT SPIL (Salam Pacific Indonesia Lines) understands the vital role logistics plays in customer satisfaction. Through the mySPIL Reloaded platform, customers can benefit from:

  • Real-time tracking, providing transparent shipment updates at every stage.
  • Digital booking process, made simple and efficient through ESTI, SPIL’s virtual assistant.
  • Smart notifications, including reminders for container free time to help customers avoid extra charges like demurrage.
  • Extensive multimodal network, enabling faster and more efficient deliveries across Indonesia.

With its digital-first approach and commitment to customer-centric services, PT SPIL continues to make logistics a powerful driver of exceptional customer experiences.



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