The LTL Freight Experts at FW Logistics Have Begun Customer Satisfaction Surveys

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LTL Freight provider FW Logistics has begun surveying its customers in order to measure overall customer satisfaction.

Mark Cusumano, President and CEO of FW Logistics

Mark Cusumano, President and CEO of FW Logistics

We had a 54% response rate from our initial survey of our top-tier customers. We truly appreciate the participation of all those who took time to take our survey.

LTL Freight provider FW Logistics has begun surveying its customers in order to measure overall customer satisfaction, Mark Cusumano, President and CEO of FW Logistics recently announced.

FW’s initial survey of its logistics customers began with an online survey for its top customers which started in mid-April and concluded in late April. FW is using a survey approach for is customer feedback research that is based on the Net Promoter Score (NPS) methodology. In the Net Promoter Score approach, survey recipients are asked only two key questions: (1) On a scale of 0-10 (where 0 is “not likely” and 10 is extremely likely), how likely is it that you would recommend FW Trucking to a friend or colleague? and (2) and open-ended essay question asking what is the main reason for the score given in Question #1? The survey is anonymous; however, survey recipients can elect to include their contact information if they want a phone call from a member of FW senior management to discuss their customer service experience in detail.

“We’ve put a system in place for ongoing customer feedback surveys,” Cusumano said. “Our top-tier logistics customers will be surveyed on a semi-annual basis. Our other customers will be surveyed annually as part of our continuous improvement efforts. We will use this data to measure our performance over time, as well as identify areas where our customers tell us we need to do better. We had a 54% response rate from our initial survey of our top-tier customers. We truly appreciate the participation of all those who took time to take our survey. In the next few weeks we’ll be analyzing the data and developing improvement initiatives to address any weaknesses identified by our customers.”

FW Logistics’ continuous improvement efforts and customer feedback surveys are part of the firm’s open-book management system based on The Great Game of Business which kicked off in Q4 2012. Cusumano explained that the goal is to be more efficient and more productive and better focused on serving the firm’s customers.

Based in the St. Louis metropolitan area in Sauget Illinois, FW Logistics is a full-service freight forwarder with more than 30 years’ experience in all phases of logistics for general, food-grade and hazardous materials.

For more information about FW Logistics’ LTL (less than truckload) capabilities, visit our LTL Freight web page. Also visit our About Us and Services web pages for additional information about FW Logistics.

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