Varova conducts a customer satisfaction survey twice a year. In spring 2026, the survey was sent to 1706 recipients, of whom 143 responded.
Our customers rated the following statements on a scale of 0–10, and the results were:
- Doing business with Varova is easy = 9.07
- Our services are reliable = 8.63
- Our service is professional = 9.1
Regarding the development of cooperation, the majority assessed that it will either remain unchanged (72%) or increase (26%).
Based on the survey, Varova’s Net Promoter Score (NPS) was 75, which is an excellent result in the industry and reflects strong customer trust in the service. In particular, customers praised the smooth and professional customer service, quick response times, and the reliability of transport operations.
Customer feedback also highlighted areas for improvement. There is a need to improve timeliness and clarity, especially in communications regarding schedule changes and delays in transport. In addition, customers are looking for greater reliability and transparency in digital services and shipment tracking.
Varova currently has an ongoing system development project aimed at further improving information flow and customer experience. The customer service teams actively support customers in situations where information is not easily available.
Overall, the results show that Varova’s services meet customer needs well, and development work will continue based on customer feedback