Conceptual Basis for the Assessment of Customer-Centricity of a Transport Company by Method of Regional Fields

Practice shows that it is important to focus on the customer in the market of transport and logistics services today. Therefore, many companies are already actively using a customer-oriented approach. At the same time, the issues of the assessment of the customer-centricity of a transport company remain insufficiently studied, which led to the choice of the topic and the purpose of the study. The purpose of the article is to develop a methodology that allows us to quantify client-centricity. Transport companies providing both forwarding and logistics services were selected as the object of the study. The methods of content analysis, survey (oral interview), as well as the method of hierarchy analysis were applied. To solve the identified problem, a methodology developed by the author is suggested, which allows assessing the client-centricity of a company using the method of regional fields based on the digital profile of the client. The practical significance of the study consists in the development of recommendations for the formation of a digital client profile, which will allow for constant updating of information that allows calculating the distance of the client from the seller of the service. A distinctive feature of the digital profile is that it contains not only information about the customer’s requirements, but also data characterizing it in the context of its importance to the service provider. The article presents an example of calculation of the distance between a company and a client, which is determined by matching the results of the actions of the service provider to the client’s expectations. The use of the tools suggested by the author will ensure the company’s efficiency growth due to the competent allocation of resources, depending on the regional location of the buyer of services. The service provider also gets the opportunity to predict the customer’s movement in the space of regional fields based on data obtained from the digital profile.