DB Schenker Arkas has certified its excellence in Customer Satisfaction and Complaint Management with the ISO 10002 certificate, becoming the first company in the transportation sector to receive this certificate from BSI (British Standards Institute).

DB Schenker Arkas earned the right to receive the ISO 10002: 2004 Complaint Management System certificate from BSI (British Standard Institute) for its activities since 2008 focused on ensuring maximum customer satisfaction. DB Schenker Arkas uses the “1-3-5 method” to handle complaint management and improve customer satisfaction ONE stands for the first day on which a complaint is made and the customer is contacted for information about the process; THREE is informing the customer of intermediate and alternative solutions and FIVE is resolving the complaint within five business days with a final solution. DB Schenker Arkas serves its customers with the slogan, “Share your opinions and recommendations and let’s move forward together.” After situations that might result in customer dissatisfaction are resolved, the company conducts surveys related to the issue within two business days. The results of the survey are recorded and evaluated. As each record is closed out, the customers are asked to score how the process was managed. As a result, the DB Schenker Arkas employees who manage the complaint process also have an opportunity to evaluate themselves.

Within the scope of the ISO 10002 standard, it is required that customer complaints be received, recorded, evaluated, transferred to the responsible individuals who must then take the necessary action and maintain regular records of all procedures. The effectiveness and continuity of this system must also be ensured. In the end, a detail customer complaint management process is created and implemented.