Each year, we ask our customers for honest feedback to better understand what works well and where we can improve. The results of the customer survey conducted in February provide us with clear and valuable direction for further development.

Overall satisfaction remains high

The average score this year was 8.87, which is still a strong result. However, it has slightly decreased compared to last year (9.14), indicating that while customers are generally satisfied, expectations have increased and greater attention must be paid to details.

What are ACE’s strengths?

Customers clearly highlighted several positive aspects:

• The service is reliable and works well
• The system is convenient and easy to use
• The team is helpful and solution-oriented
• Long-term cooperation works well

Many customers emphasized that they are very satisfied with the service and value our ability to find solutions even in more complex situations. This confirms that the core and quality of our service are strong.

Where can we improve?

The most frequently mentioned areas for improvement were related to the customer experience:

• Response speed and consistency
• Availability (phone and email)
• Shipment tracking capabilities

It is important to note that the criticism is not so much about the quality of the service itself, but rather about how information reaches the customer. From this, we can conclude that while our service is strong, the customer experience requires more focused development.

The survey revealed that customers expect:

• Faster and clearer communication
• Better visibility into processes
• A stronger sense that their concerns and inquiries are being addressed

We take this feedback seriously and will focus on the following areas:

• Improving the speed and quality of communication
• Strengthening the customer notification process
• Increasing transparency (both in pricing and tracking)

ACE’s goal is to ensure that a high-quality service is equally well reflected in the customer’s everyday experience.

Thank you to all our customers who shared their feedback! Your input helps us grow and deliver better service every day.

ACE Logistics