Kıta Logistics Policies
As Kıta Logistics, we are determined to transform the logistics industry and raise expectations with our commitment to efficiency, reliability and innovation.
Everything about our operations aims for excellence
Kıta LogisticsThe Company places Customer Satisfaction at the top of its values with its perception of Customer Orientation. In parallel with its Vision and Mission, ISO 10002 Customer Satisfaction and Complaint Management is among the management standards in order to provide reliable and quality service.
Kıta Logistics evaluates customer demands meticulously. Its primary goals are to ensure the sustainability of the sense of trust / respect acquired by its business partners and the increase in satisfaction. It is important to listen to customers, understand their needs and expectations and provide fast and accurate service. Kıta Logistics believes that all feedback shared is an opportunity for change, development and continuous improvement and acts accordingly.
In order to ensure and sustain customer satisfaction, all suggestions, complaints, and expectations of our valued customers are meticulously evaluated. Müşteri İlişkileri departmanımız tarafından alınan tüm olumlu/olumsuz geri bildirimler kalite standardına uygun olarak çözümlenmekte ve sonucu paylaşılmaktadır.
For all your notifications regarding the service you have received from our company, you can reach our customer relations department directly at crm@kitalogistics.com e-mail address or 212 410 41 41.
Our Satisfaction and Complaints Management Process;
- 10002 MANAGEMENT: There is a management representative on behalf of Senior Management / General Manager. On behalf of the Senior Management, positive and negative feedback acceptance of all feedback, customer control evaluation, closure of complaints in accordance with the actions taken, reporting and improvement processes are followed and planned.
- EVALUATION : It is evaluated impartially, objectively and fairly.
- PRIVACY: Details are not shared without the permission of the customer who made the notification. Customer and feedback received are kept confidential. ISO/IEC 27001 Information security standard is specially archived in accordance with the privacy policy.
- CHARGE: There is no charge to the customer for feedback and improvement plans.
- RECEIVING FEEDBACK: All kinds of feedback delivered to Kıta Logistics are recorded in the system on the same day if received during working hours, and on the following business day if received outside working hours. Immediately notify the relevant customer that it has been recorded. information is provided.
- FEEDBACK REVIEW: If the recorded feedback is negative, it is prioritized, and the expectations of the customers are taken into account in the process of solving the problem by communicating with the customers during the detailed examination and collection of information about the feedback.
- PRIORITY OF SOLUTION FOR NEGATIVE FEEDBACK:
High (Urgent) - 3 working days
Normal - 5 working days
Low - 7 working days
- CONTROL EVALUATION :Each feedback customer who confirms that there is no problem and in a timely manner through the methods related to the solution is called impartially and objectively and a satisfaction check is carried out.
The complaint is closed positively after confirmation that the problem is no longer present.
If the resolution methods are not accepted and the problem persists, the complaint is followed up and a solution is requested.
- CORRECTIVE - PREVENTIVE ACTIONS : Corrective and Preventive Actions (CPA) - Corrective and Preventive actions are initiated for the addressee department in line with the subjects and degrees of the negative feedback received about the department from which the service is received, and the actions and planning are followed up.
In Management Review meetings, all data related to positive / negative feedback issues, actions and solution processes are reviewed by Kıta Logistics Senior Management and evaluations are made as continuous improvement opportunities.
