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, FW officially kicked off the start of a new open-book management system utilizing The Great Game of Business,” said Cusumano. “The FW goals company-wide under The Great Game are equally weighted between financial performance and customer satisfaction. In order to measure customer satisfaction over time FW needed to develop a program for ongoing customer surveys. This initial round of surveys provides 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, The FW goal is do a better job running the company and for each team member at every level to be more efficient and do a better job meeting the needs and expectations of customers. As a result of the information collected in this first round of surveys, the FW operations team has implemented five new continuous improvement initiatives to address areas where customers said FW has room for improvements.”
The FW 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 FW Warehousing 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 third-party logistics customers was 54%.
Moving forward, the FW 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 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 FW Warehousing and the third party logistics capabilities, visit the FW Warehousing website.