Sauget, Illinois (PRWEB) February 08, 2013
Third Party Logistics Provider FW Warehousing recently completed its first customer feedback survey, according to Mark Cusumano, President and CEO of FW Warehousing.
“In October, we officially kicked off the start of a new open-book management system utilizing The Great Game of Business,” said Cusumano. “Our goals company-wide under The Great Game are equally weighted between financial performance and customer satisfaction. In order to measure customer satisfaction over time we needed to develop a program for ongoing customer surveys. This initial round of surveys gives us a starting point from which we can measure our performance, but more importantly it provided actionable information about areas where we need to improve. The over-arching goal of The Great Game is continuous improvement. From bottom to top, our goal is do a better job running our company … for each team member at every level to be more efficient and do a better job meeting the needs and expectations of our customers. As a result of the information we collected in this first round of surveys, our operations team has implemented five new continuous improvement initiatives to address areas where our customers told us we need to do better.”
FW’s customer survey program is based on Net Promoter Score (NPS) methodology. Under the Net Promoter Score approach, surveys are short and narrowly focused. Recipients are asked two key questions: (1) On a scale of 0-10, where 0 is “not at all likely” and 10 is “extremely likely”, how likely is it that you would recommend us to a friend or colleague? and (2) an open-ended essay question asking what is the primary reason for the score given in Questions #1? Using this approach, FW had a 64% response rate to this first survey from its top tier customers. The overall response rate to the survey for all FW Warehousing’s third-party logistics customers was 54%.
Moving forward, FW’s marketing team plans to survey top-tier customers on a quarterly basis in conjunction with the firm’s program of quarterly business reviews. Other customers will be surveyed semi-annually or annually depending on the volume of business.
FW Warehousing is based in the St. Louis metropolitan area in Sauget, Illinois, and operates warehouse distribution centers in three Midwest states, Missouri, Illinois and Indiana, totaling more than 3 million square feet. The firm has been ranked in the top 100 Third Party Logistic Companies in the country by Inbound Logistics magazine.
For more information about FW Warehousing’s third-party logistics capabilities, visit the third party logistics 3PL page of the FW Warehousing web site. Also see FW Warehousing’s About Us and Services pages.