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Customer Relationship
OUR CUSTOMER POLICY
KITA LOGISTICS keeps Customer Satisfaction at the top of its core business values ??with its customer centricity focus. In line with its Vision and Mission, ISO 10002 Certification- Customer Satisfaction and Complaint Management, follows the highest management standards in order to provide reliable and high quality service.

KITA LOGISTICS evaluates customer demands meticulously. The primary targets are; to ensure the sustainability of the sense of trust and respect towards all business partners and to increase their overall satisfaction. It is important to listen to the customers, to understand their stated needs and expectations and to provide the service quickly and accurately. KITA LOGISTICS believes that all shared feedback is an opportunity for change, development and continuous improvement and acts accordingly.

Our 10002 Quality Standard Certificate – Customer Satisfaction and Complaints Management 

In order to ensure and maintain customer satisfaction, all suggestions, complaints and expectations of our valued customers are comprehensively evaluated.  
All positive/negative feedback received by our Customer Relations department is resolved in accordance to the quality standards certifications and the results are shared through the right channels.  
For all your evaluations and feedbacks about the service you have received from our company, you can reach us via crm@kitalogistics.com or by calling our customer relations department directly at 212-410 41 41.

Our Customer Satisfaction and Complaints Management Process;

10002 MANAGEMENT:
There is a management representative on behalf of the Senior Management / General Manager. On behalf of the Senior Management, positive and negative feedback acceptance of all feedbacks, customer control evaluation, closing of complaints in accordance with the actions taken, reporting and improvement processes are followed and planned.

EVALUATION: The evaluation is impartial, objective and fair.
PRIVACY: Details are not shared without the consent of the notifying customer. The customer information and the feedback received are kept confidential. ISO/IEC 27001 Information security standard is specially archived as per the privacy policy.
• CHARGE: No fee is charged from the customer for the feedbacks and improvement plans.

• RECEIVING FEEDBACK: Any feedback sent to KITA is recorded in the system on the same day if it is received during working hours, and within the following business day if it is received outside of working hours. The relevant customer is immediately informed that it has been recorded in to the system. 

• FEEDBACK REVIEW: If the recorded feedback is negative, it is prioritized. During the detailed analysis and collecting information about the feedback, we are in contact with the customers, and the expectations of the customers are also taken into account during the solution process of the problem. 

PRIORITY OF SOLUTION IN A CASE OF NEGATIVE FEEDBACK:  
High (Urgent) - 3 business days
Normal - 5 business days
Low - 7 business days

CONTROL EVALUATION: The customer who makes every feedback that is confirmed on time and that there is no problem through the methods related to the solution is called impartially and objectively and the satisfaction control is carried out. After confirming that there is no issues left regarding the complaint, the complaint status is marked as positive. If the methods provided for the solution of the issue are not accepted by the customers and the problem is persistent, then the complaint is followed through and an additional solution is requested. 

 • CORRECTIVE – PREVENTIVE ACTIONS:  Corrective and Preventive actions are shared with the addresed department, in line with the subject and degree of negative feedback received, regarding the department from which the service is initially received and details of actions to be taken and plans to be followed.

NOTIFICATION TO TOP MANAGEMENT: In Management Review meetings, all data related to positive/negative feedback issues, actions and solution processes are reviewed by KITA Senior Management and evaluated as continuous improvement opportunities.