Customer Satisfaction and Operational Excellence

​

Customer satisfaction and operational excellence are the top priorities of İstanbul Ekspres. We aim to deliver reliable, fast, and seamless logistics solutions that exceed customer expectations.

Accordingly, we target a success rate of over 95% in customer feedback surveys and commit to responding to customer complaints within 24 hours, resolving them within a maximum of 5 business days. To ensure operational excellence, we keep the damage rate below 0.5% across all transportation and storage processes and maintain 98% compliance with delivery commitments.

 

Continuous Improvement and Training 

​

At İstanbul Ekspres, we embrace continuous improvement as a fundamental principle by following best practices in the industry and investing in technological advancements. To consistently improve service quality and maximize operational efficiency, we provide our employees with both professional and personal development training.

In particular, we organize at least 16 hours of training per year to ensure that our operational staff maintain up-to-date skills and knowledge. With this approach, we not only improve our current processes but also proactively prepare for the future logistics needs of our customers.

 

Supply Chain Performance

​

As İstanbul Ekspres Trade and Transport Inc., we adopt full compliance with all laws and quality standards as a core principle in all operations.

We are committed to achieving 100% compliance with all national and international laws and regulations. To maintain this compliance, we regularly conduct internal and external audits. Through this proactive approach, we aim to deliver the highest quality service at every stage and strengthen the trust of our customers.

​

We extend this quality approach to our supply chain as well. We regularly evaluate the quality and performance of our main suppliers and business partners, expecting at least 90% compliance with the defined standards. Before working with a new supplier, we conduct a rigorous evaluation process based on criteria such as licenses, financial stability, and references.

​

In this way, we ensure operational excellence and secure service quality throughout our entire supply chain.

​

Organizational Structure and Responsibilities

​

The Board of Directors determines the company’s overall strategic direction and makes final decisions for all operations. The person responsible for translating these strategic decisions into daily operations and ensuring coordination among all departments is the General Manager. All department managers and field supervisors report directly to the General Manager.

Supporting the General Manager in operational and administrative matters are the Assistant General Managers and Field Supervisors, who also manage interdepartmental coordination and specific projects.

​

Within the company, there are various departments directly reporting to the General Manager, including:

​

• Accounting Department: Manages financial records, budgeting, invoicing, and financial reporting.

• Human Resources Department: Handles recruitment, training, performance management, personnel affairs, and employee relations.

• Warehouse Manager: Oversees storage processes and inventory management.

• Fleet and Driver Manager: Responsible for fleet management and route planning.

• Customs and Bonded Goods Manager: Manages customs clearance, international shipment tracking, and bonded goods processes.

• Traffic Operations Manager: Oversees administrative tasks such as vehicle registration, insurance, and tax compliance.

​

Service Procedures

​

Our company is committed to ensuring transparency, reliability, and customer satisfaction at every stage of its services. Our procedures are designed to provide the best possible customer experience:

​

• Customer Communication and Request Intake: The first contact with customers is established through various channels such as phone, email, or the website. At this stage, the customer’s request, contact details, and general expectations are recorded, and a detailed needs analysis is carried out.

​

• Free Survey / Assessment: To accurately determine the moving volume and details, our expert team conducts a free on-site or virtual survey. This process clarifies all logistics details, provides the necessary data for accurate planning, and ensures the customer receives the most precise price offer.

​

• Quotation Preparation: Following the survey, a transparent quotation is prepared that best meets the customer’s needs. The offer may also include additional services such as customs clearance or insurance, with all details clearly presented to the customer.

​

• Contract and Confirmation: Once the customer accepts the offer, a detailed contract is prepared, outlining all legal obligations and responsibilities. The contract is signed once both parties agree on the terms.

​

• Planning and Coordination: After the contract, detailed operational planning begins. Personnel and vehicle assignments are made, route optimization is carried out, and customers are kept informed of the planned steps.

​

• Packing and Preparation: According to the agreement, goods are professionally packed using high-quality materials. Special techniques are applied for fragile items, and a detailed inventory list is created.

​

• Loading: Packed items are securely loaded onto vehicles using the correct techniques to prevent damage. Load balancing rules are strictly followed, and the item list is checked once more after loading.

​

• Transportation (Logistics): Transportation is carried out according to the predetermined route and schedule. For international shipments, customs procedures are handled at this stage. Customers are provided with regular updates on the status of their goods and estimated delivery times.

​

• Delivery and Unloading: Items are delivered on time to the agreed destination. Goods unloaded from the vehicle are carefully placed in the designated area as instructed by the customer.

​

• Placement and Assembly (Optional): If included in the agreement, items are placed in their new locations according to the customer’s requests, and assembly services such as furniture installation are provided. Packing waste is collected and disposed of in an environmentally friendly manner.

​

• Payment and Closing: Once the customer confirms that all items have been delivered intact and complete, the invoice is issued, and the payment process is completed. This concludes all operational and financial procedures.

​

• Feedback and Continuous Improvement: Customer feedback is collected after each service via surveys or phone calls. This feedback is regularly evaluated to continuously improve service quality and operational efficiency.​​

​

​

Environmental Responsibility​

​

​To reduce our carbon footprint, we pay close attention to route optimization and use fuel-efficient vehicles in full compliance with environmental guidelines. Additionally, we prioritize recyclable and eco-friendly packaging materials and ensure that packaging waste is disposed of responsibly.

Data Security and Protection

​

The protection of our customers’ personal data is one of our highest priorities. In full compliance with Law No. 6698 on the Protection of Personal Data (KVKK), we manage the processing, storage, and destruction of data in accordance with legal and international standards.

All our warehouses are secured with state-of-the-art security systems, and our transport vehicles are equipped with tracking technologies. In this way, both your belongings and your personal information are always safeguarded.

​

Customer Evaluation and Performance Reporting

​

We place great importance on collecting customer feedback after each job to continuously improve our service quality. For this purpose, a personalized performance evaluation form is presented to customers once the service is completed.

The scores and valuable comments we receive through these forms are used to further enhance our services. Since customer feedback may contain sensitive personal data, it is stored in full compliance with KVKK regulations and with the highest security measures. In this way, we both value our customers’ opinions and guarantee the protection of their information.

​

​