2026 Customer Satisfaction Survey: Stronger performance and a sharper ambition for Viaposte

A Net Promoter Score (NPS) of 64.10 in 2026, up from 60.42 in 2025, underlines the strength of Viaposte’s customer relationships. This year’s survey, conducted 1–30 September 2026, puts the spotlight on exceptional team support, and maps out targeted priorities for further progress.

Let’s take a closer look at the key takeaways from the 2026 survey.

64.10 NPS: Viaposte raises the bar in 2026

Viaposte has been polling its customers for years, tracking satisfaction levels to stay closely tuned to their evolving needs. This is a priority for a company specialising in logistics, transport, and industrial maintenance, where reputation rests on service quality, responsiveness, and honouring commitments to the letter.

At the heart of its survey is the Net Promoter Score (NPS), a metric that gauges how likely clients are to recommend the company across their professional network.

In practice, respondents rate the company on a scale of 0 to 10. They are then grouped into three categories:

• Promoters (9 or 10): enthusiastically champion and recommend the business
• Passives (7 or 8): report solid satisfaction, but hold back from active endorsement
• Detractors (scores 0–6): report lower satisfaction and voice specific concerns

The final NPS is simply the percentage of promoters minus the percentage of detractors.

In 2026, Viaposte posted a 3.68-point year-on-year gain, reinforcing the momentum seen in its previous customer survey.

Strong performance across logistics, transport and maintenance

The 2026 customer satisfaction survey covers all three of Viaposte’s core business lines. While recommendation scores vary across business lines, the results point to broadly positive feedback on service quality across the board.

In detail, the 2026 NPS scores stand at:

• 72.73 in logistics, compared with 69.57 in 2025
• 52 in transport, unchanged from 2025
• 66.67 in industrial maintenance, making a strong return after not being tracked in 2025

Logistics gained 3.16 points on 2025, confirming its strong forward momentum. The result proves just how vital close customer support is in supply chain operations, where mastering flows and adapting to needs are critical.

Transport NPS held steady, continuing to clear the 50-point mark. A solid indicator for an industry where meeting deadlines, staying flexible, and keeping information flowing make all the difference.

Finally, industrial maintenance made its return in the 2026 survey. The score of 66.67 reflects strong customer endorsement, setting a fresh benchmark to track ongoing satisfaction in this area.

These results underline the value of a tailored approach across Viaposte’s business lines, while holding every operation to the same high standard of service.

Working with Viaposte teams: a core strength in the 2026 survey

Beyond the headline NPS, the survey assesses several key facets of the customer experience, including account management, project oversight, flexibility, communication quality, reporting, and delivering on commitments.

One takeaway stands out: relationships with Viaposte’s key contacts are one of the business’s greatest strengths.

Scores achieved on this metric are exceptionally high:

• 9.36/10 in logistics
• 9.32/10 in transport
• 9.11/10 in industrial maintenance

These scores reflect the importance placed on active listening, responsiveness, and high-quality communication.

Direct client feedback bears this out:

These testimonials showcase the daily dedication of teams across the business.

In sectors where operational excellence is non-negotiable, genuine human connection becomes a real differentiator. Understanding customer challenges, delivering tailored solutions and staying in close contact all contribute to building lasting partnerships.

Responsiveness and reliability: twin priorities for further raising the bar

Although the 2026 survey highlights multiple strengths, it also identifies customer priorities where Viaposte needs to focus ongoing efforts.

Feedback singled out two key priority areas for improvement.

The first is responsiveness. A number of clients called for quicker responses to requests and more proactive updates. Handling and resolving disputes also emerged as key points.

The second key priority area is reliability, specifically, consistently delivering on commitments. Hitting agreed collection and delivery dates remains a core expectation. Customers also stress the importance of confirmed lead times and solutions verified as workable in the field.

For Viaposte, the strategic challenge is to continue combining quality customer relations and operational excellence while factoring in the specific demands of each business line.

Customer listening as a lever for continuous improvement

The annual satisfaction survey marks a key milestone in how Viaposte engages with its customers. It provides a 360-degree view of how service quality is perceived and pinpoints expectations that will shape future improvements.

The 2026 results reinforce the business’s core foundations: close customer partnerships, dedicated teams, and complementary expertise across logistics, transport, and industrial maintenance.

They are also a reminder that customer satisfaction doesn’t rest on hard metrics alone, it relies on actively listening, anticipating challenges, and responding to evolving needs.

The ambition is now to build on this momentum by stepping up responsiveness, tracking needs more closely, and consistently honouring commitments, all while preserving Viaposte’s greatest assets: the trust of its customers and strong relationships forged day in, day out.