Long-time chemical storage provider FW Warehousing has implemented customer satisfaction phone surveys of its top-tier customers as part of the firm’s Quarterly Business Review process, according to Mark Cusumano, President and CEO of FW Warehousing.
The customer satisfaction surveys that FW uses are based on Net Promoter Score Methodology and measure a respondent’s willingness to refer the firm to business associates, friends and family members. The firm initially conducted NPS surveys of its A-, B- and C-rated customers via three online surveys that began in late 2012 and concluded in January 2013.
“Moving forward, our top-tier customers will be asked to participate in our Net Promoter Score customer feedback phone survey as part of our Quarterly Business Review (QBR) process,” Cusumano said. “Our other customers will be surveyed annually or semi-annually depending on the volume of business. Both our NPS customer surveys and QBR process are part of our continuous improvement efforts.”
During its initial round of customer surveys, FW had a 64 percent response rate from its top-tier customers, while the overall response rate for all of the firm’s customers was 54 percent. Perhaps more importantly, the information collected in the first round of surveys resulted in five new continuous improvement initiatives.
“The FW Warehousing team got some great feedback from those initial surveys and FW was able to use that data to identify areas were customers said FW needed to do better,” Cusumano concluded. “The FW Team wants to keep getting that feedback from customers every quarter, so improvements can continue. It’s all part of the Great Game of Business open-book management system and the efforts within FW Warehousing to be more efficient, more productive and better able to meet the needs and expectations of customers.”
FW Warehousing is headquartered in St. Louis, Missouri with Midwest warehouse distribution centers in Kansas City, Indianapolis and St. Louis totaling more than four million square feet. Founded in 1949 with a focus on food-grade storage, FW later broadened its services to include contract warehousing, dry storage, hazardous material and chemical storage, temperature-controlled storage, product distribution and B2B and B2C fulfillment.
FW Warehousing has more than 50 years of experience in third-party 3PL logistics and has been ranked in the top 100 Third Party Logistic Companies in the country by Inbound Logistics magazine.
For more information about the FW Warehousing chemical storage capabilities, visit the Chemical Storage page of the FW Warehousing website.