Scientific paper ID 1905 : 2020/1

The report proposes a methodology for evaluating customer service efficiency of a logistics company. Basic indicators are d in the methodology of evaluation related to time and customer service, efficiency indicators related to reliability of order cycle, its flexibility and such indicators connected to communication in the cycle of the order.

Logistics is considered from the position of management of a logistics company as a process of planning, imposing control over the efficient and effective movement and storage of products and services and information related to them, material and information flows from the place of purchase of the product (manufacturer) to the place of consumption (processing factories, trading companies) in order to satisfy customers’ ments at minimal cost.

The cycle of implementation of an order by a logistics company is considered in the report. It s the time from the moment of fulfillment the order to the moment of its physical delivery at the agreed with client place.

The proposed methodology gives an opportunity for a certain service scheme evaluation. After evaluating and analyzing the criteria d in the methodology, a balance between effective and efficient (flexible) customer service in logistics company can be found. The criteria d in the methodology can be used in preparation of multicriteria analysis for choosing the best option for an effective customer service.