MSE Capability
Retention & Claims
MSE runs customer retention as an operating function — measuring satisfaction as a tool, not a courtesy, and handling claims as a defined procedure — so that a hard-won customer is kept and a recoverable claim is recovered.
In physical commodities a customer is won once and lost many times — on a late shipment, a damaged cargo, a mishandled claim. Retention is not a sentiment; it is the sum of operational performance, measured and acted on.
Where value leaks
How a hard-won customer is lost
Satisfaction measured for the file
A survey is run, filed, and nothing changes. The data exists; the corrective action does not.
Claims handled ad hoc
No agreed procedure, no timeline, no evidentiary standard — so a recoverable claim becomes an argument the supplier loses.
Dissatisfaction discovered at the exit
The customer’s deterioration is read only when they reduce volume, by which point the relationship is already gone.
Claims treated as cost, not signal
A quality claim is paid and closed without asking what it reveals about packing, handling or production — so the same claim recurs.
No owner for the relationship
The account is everyone’s and no one’s; the requirement, the claim and the satisfaction sit with different people and none of them holds the customer.
How MSE works
Retention run as a function
Satisfaction is measured as an instrument that drives corrective action, not a courtesy that produces a filed report. Claims are run as a defined procedure with a timeline and an evidentiary standard, so they are recovered rather than argued — and each claim is read as a signal about packing, handling or production, so the cause is closed and not just the case. The relationship carries a single owner who holds the requirement, the claim and the satisfaction together.
Track record
Across a $4.5B+ physical book over 30+ years, MSE has run customer-satisfaction measurement and claims handling as operating functions — sustaining on-time-in-full of 84–96% and the customer relationships behind it.
Mandate format
How an engagement is structured
Advisory mandate
Design of the retention framework and the claims procedure, including the satisfaction instrument and evidentiary standard.
Execution mandate
Running satisfaction measurement and claims handling as standing functions, with corrective action to source.
Engaged as a commission agent under the Swiss Code of Obligations, Art. 425–438. Fee structure — retainer and/or success fee — agreed per mandate.
Engage MSE
Discuss a mandate
If accounts and claims are slipping, MSE will run retention and claims as the operating functions they are.
Start a confidential discussion →