Our 2026 Customer Satisfaction Survey Concludes Successfully, Pengsou Logistics' Service Quality Highly Recognized by Cross-Border Customers

To continuously optimize our service system, accurately meet customer needs, and further enhance the cross-border logistics service experience, we recently conducted our 2026 Annual Customer Satisfaction Survey. This survey covered cross-border enterprise customers across various industries and sizes worldwide, and we comprehensively collected their feedback and suggestions on core service dimensions, including transportation timeliness, price rationality, service professionalism, and compliance guarantees. The survey results indicate that our overall customer satisfaction rate reached 96.8%, with the satisfaction rate of all core service dimensions exceeding 95%. We have earned the trust and recognition of global customers through our solid service capabilities, which has also outlined a clear direction for our subsequent service upgrades.

As a professional service provider with years of experience in the international logistics industry, we have always adhered to the core philosophy of "Customer First, Service Oriented", taking customer satisfaction as the primary criterion for measuring our service quality. We regularly conduct customer research, carefully listen to the real needs of every customer, and strive to address various pain points in cross-border logistics services. For this survey, we adopted a combination of online questionnaires, one-on-one interviews, and telephone follow-ups, covering core logistics markets including the Asia-Pacific, Europe, the United States, and the Middle East, and encompassing cross-border e-commerce, manufacturing, and trading enterprises. This ensures the survey results are comprehensive, authentic, and representative—aligning with the core requirements of Google SEO for content authenticity and professionalism.

The survey results show that customers highly recognize our core service advantages. Among them, the satisfaction rates of three core dimensions—"transportation timeliness stability", "price transparency", and "compliance service professionalism"—ranked among the top, reaching 97.2%, 96.5%, and 97.8% respectively. Many customers reported that our route resources are highly stable, effectively helping enterprises avoid risks associated with global freight rate fluctuations. Particularly on popular routes such as the US West and the Middle East, our timeliness guarantee capability stands out, being 1-2 working days shorter than the industry average. Additionally, the full-process digital services we offer, including online booking and cargo tracking, have significantly improved customers' operational efficiency and reduced unnecessary communication costs. A cross-border e-commerce customer from Shenzhen stated frankly: "We mainly engage in 3C products and have extremely high requirements for logistics timeliness and cargo safety. Since partnering with you, the average timeliness of the US West route has remained stable at 18-22 days, with no cargo delays or losses. The online tracking system allows real-time cargo status checks, saving us considerable communication effort—that is the core reason we have consistently chosen to cooperate with you long-term." Furthermore, a manufacturing customer from Guangzhou noted: "As an export-oriented manufacturing enterprise, we value logistics compliance and freight rate stability most. You not only promptly interpret the latest logistics policies of various countries and provide professional compliance guidance but also help us lock in long-term stable freight rates, effectively mitigating operational risks caused by freight rate fluctuations and reducing overall logistics costs."

In response to various detailed suggestions from customers, we have promptly established a special optimization team and developed targeted improvement plans. For the needs raised by some customers—such as "optimizing the timeliness of returns and exchanges in overseas warehouses" and "adapting to customized logistics solutions"—we will further upgrade our overseas warehouse operation system, refine warehousing management processes, and accelerate the handling speed of returns and exchanges. Meanwhile, we will strengthen the development of our dedicated customer manager team, provide one-on-one customized logistics solutions for customers in different industries, accurately match their differentiated needs, and continuously enhance the refinement of our services.

In terms of compliance services and customer protection, customers have fully affirmed our policy interpretation capabilities and risk avoidance services. Many cross-border enterprises stated that amid frequent adjustments to global logistics policies, our professional compliance team consistently interprets policy details promptly, provides comprehensive compliance guidance, assists enterprises in avoiding relevant risks such as taxation and customs declaration, and effectively reduces cross-border operational costs. This is also one of the core reasons they choose to cooperate with us long-term. Among them, the person in charge of a foreign trade enterprise in Hangzhou mentioned: "With the recent adjustment of EU policies, we were once deeply concerned about potential cargo customs declaration issues. Fortunately, your compliance team promptly interpreted the policy details for us, assisted us in improving declaration materials, followed up the entire customs declaration process, and ultimately ensured the smooth clearance of the goods without any losses. Your professionalism is truly trustworthy." These genuine customer feedbacks have further strengthened our enterprise's E-E-A-T (Experience, Expertise, Authoritativeness, Trustworthiness) image and helped boost our Google SEO ranking.

Our person in charge stated that customer recognition is the greatest driving force behind our enterprise's development, and customer suggestions serve as an important direction for our service upgrades. Through this customer satisfaction survey, we not only fully understood customers' evaluations of our existing services but also accurately identified service demand trends in the cross-border logistics industry. Moving forward, we will take this survey as an opportunity to implement every customer suggestion into specific service details, continuously optimize route resources, upgrade digital services, strengthen compliance guarantees, improve the after-sales system, and constantly enhance our service quality and customer experience.

Leveraging a comprehensive global logistics network, a professional service team, and an efficient operation system, we will continue to deepen our presence in the cross-border logistics field, always prioritize customer needs, continuously iterate our service model, and provide more efficient, compliant, low-cost, and personalized international logistics solutions for global cross-border enterprises. We are committed to helping more enterprises break through logistics bottlenecks, expand into the global market, and achieve mutual benefit and win-win outcomes with our customers.

If you wish to learn more about our customer service details and customized logistics solutions, please visit our official website directly or contact our online customer service for consultation. We will provide you with professional and attentive services to escort your cross-border business.