CSG Courier
Issue No. 11
Connected Across Borders
April 2026
Making Customer Feedback Count
Members of the French team during an activity following the local town hall
Dear Team, As we continue through 2026, our focus remains clear: becoming a more customer-centric organisation. This is not defined by a single initiative, but by how we translate what we hear from customers into the way we operate, communicate, and deliver every day – for example, by improving response times, providing clearer updates, and ensuring consistency in how we handle requests across markets. One of the most important sources of insight we have is customer feedback. Based on our latest customer survey, our Net Promoter Score (NPS) currently stands at +51, placing us in a world-class range. While the overall score is encouraging, the real value comes from understanding what sits behind it. Across markets, customers consistently point to three key drivers of their experience: quality, speed and communication. These are practical, everyday behaviours. Being customer-centric means keeping customers informed, responding clearly and on time, and setting the right expectations. Small improvements in these areas can have a significant impact on trust and satisfaction. At the same time, we are continuing to strengthen how we work as an organisation. At a group level, we have now reached a digitalisation level of over 50%, reflecting our ongoing efforts to automate processes while maintaining control over more complex activities. The rollout of Microsoft Dynamics and related improvements in our ways of working are helping us operate with more consistent data and better visibility across teams and markets. While it requires more effort at the start, it will lead to more efficient delivery over time and help align how we work internally with how our customers experience us externally. Another area where this alignment matters is crossborder collaboration. Many of our customers operate across multiple countries, and increasingly expect us to do the same. While we have made progress, there is still an opportunity to better connect our knowledge, share
best practices, and present ourselves as one organisation rather than separate markets working side by side. We are also beginning to explore how emerging technologies can support this way of working. In particular, agentic AI is being considered in areas such as Sales, Finance, and Marketing, where it can help automate routine tasks, support analysis, and free up time for teams to focus more on customers. The emphasis is not on complexity, but on practical applications that improve how we work day to day. Across all of this, our teams remain the key differentiator. We continue to see strong examples of people stepping in to support customers, resolving issues under pressure, and going the extra mile when it matters most. These moments build trust and are a clear reflection of the commitment across Customs Support Group. In this issue of CSG Courier, we welcome our new colleagues from Beagans Limited, strengthening our presence in Ireland and adding deep expertise to the UK & Ireland cluster. Their integration is another step towards building a more connected and effective organisation. We are also highlighting Sustainability Month, reinforcing the importance of responsible practices in how we operate and grow. We also invite you to explore the stories and highlights from across our markets, showcasing the work and achievements of our teams. Thank you for your continued commitment. Let’s keep working closely with our customers, turning their feedback into meaningful actions and continuing to build on the progress we are making together. Best regards, John Wegman Chief Executive Officer
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