Abstract:

Logistics customer service is a key element in the selection of a logistics operator. To this end, research is carried out into the level of customer satisfaction. The aim of this article is to analyse and evaluate the level of logistics customer service and customer satisfaction in the two logistics companies surveyed in the area district of Koszalin. The main research problem is how logistics operators in the district of Koszalin are perceived in comparison with other companies and how logistics customer service is assessed in the respective company. The research method was a diagnostic survey using a questionnaire technique, which was completed by customers of both companies in the Koszalin district, on the basis of which the CSI - customer satisfaction index - was calculated. The survey showed a good level of customer satisfaction (result 72.35 - 89.32 %), which confirms the effectiveness of the current logistics solutions used by the logistics operators. At the same time, areas for further improvement were identified, especially in terms of
the services provided and pricing policy, as well as training for carriers in customer service.