We Aim to Thrill
We believe that complete customer satisfaction is more than meeting your expectations. The Dangerous Goods team strives to thrill you.
Measuring the Customer Experience
At Dangerous Goods, we use the Net Promoter Score (NPS) to measure customer loyalty. The NPS survey is used by many Fortune 500 companies. The survey is easy to take and asks the ultimate question to determine customer loyalty, “How likely are you to recommend Berlin Dangerous Goods to a colleague on a scale of 0 to 10?” In addition to the scale, a follow up question is asked to understand the reason for the responder’s decision to recommend, or how Dangerous Goods can improve their performance.
The scores are separated into the following categories:
- Promoters (score 9-10) - Customers are advocates and refer colleagues to Dangerous Goods
- Passives (score 7-8) - Customers are satisfied but not vocal advocates
- Detractors (score 0-6) - Customers are unhappy or not completely satisfied
An independent consultant found that the packaging industry as a whole were rated in the single digits on average. In 2012, the NPS at Dangerous Goods was 57%. The number shows that the majority of customers are absolutely thrilled to work with Dangerous Goods. But the number is just an indication of something more important—our attitude. We want to understand what works and what need to be improved. We continuously monitor and work to improve the customer experience. Most companies that compete in the packaging space do not even know what NPS means. We believe measuring the experience and take action to improve it.
Examples of How We Thrill
Dangerous Goods worked with a customer to consolidate four packaging components down to one assembled kit, saving storage, assembly, and shipping costs. These cost savings go directly to their bottom line.
Post-9/11, regulations forbade air travelers to carry lighters with them (this regulation has since changed). Lighters were confiscated by security when found, meaning that travelers were sometimes losing keepsakes that had been in their families for years. We worked with Zippo to design a special permit package that air travelers could buy to bring their lighters with them within checked luggage.
|A biochemical and reagent manufacturer was spending time and money managing the UN certification of multiple combination packages every two years. We helped the customer by sourcing and designing new packaging as well as certifying it through our third-party testing lab. We also manage the periodic retests and maintain the records electronically, at no additional charge to the customer. This allows them to focus more on their core business.|
Dangerous Goods worked with a multinational shipping company to reduce the number of shipping cartons it used internally from a dozen to three new package options. This change simplified operations by creating less inventory to manage and alleviated confusion when making intra-company shipments