The DSV Protect service, launched at the beginning of November last year to provide additional protection during road transport, has met with great interest from customers. Anna Kowalska-Zientek, Risk, Safety and Compliance Manager at DSV Road, talks about how the operator’s new service is developing.
DSV Protect is a service aimed at increasing the basic protection of transported goods. It is a value-added service, and DSV Road customers have primarily appreciated the opportunity to secure their shipments in international transport beyond standard levels for a small fee. As a reminder, DSV Protect, in addition to extending DSV Road’s liability in international traffic, also provides customers with additional benefits, including streamlining the claims process and accelerating compensation payments.
After several months of the DSV Protect service being in operation, we can state that the implementation of this product was a bullseye. We have proven that in the event of unexpected situations, customers whose shipments were covered by this service received not only a service increasing the amount of compensation paid by DSV in the event of loss, theft, or damage to the transported goods, but also increased security and priority handling of claims.
Being aware of all the unexpected threats that may occur during the execution of transport services at every stage of the supply chain, we tried to best adapt this service to the expectations of our customers. The feedback we have collected from customers confirms that we have succeeded. Claims regarding damage to goods in transit are processed quickly. From the moment the damage occurs until the goods are delivered, customers are informed about everything and receive instructions on how we should proceed.
The elements we focused on when deciding to implement DSV Protect, namely increased shipment security, priority claims handling, and fast compensation, have resulted in an increase in our customer satisfaction. A high level of customer satisfaction is a guarantee of ensuring the high quality of the service we offer and adapting it to their needs and expectations. Efficient and fast claims handling has allowed us to change the typical perception of claims through the prism of a difficult situation, mainly causing disappointment and dissatisfaction. We have changed this negative perception by using claims and the benefits that DSV Protect provides to satisfy our customers.