Author: Ken Whah, President and CEO ?
Staying on course is an accomplishment for virtually any business during a pandemic. Still, it?s not a time to set aside laying the groundwork for improved post-COVID operations. Our annual Net Promoter Score (NPS) survey, for example, went out as planned to our customers last month, the results of which help benchmark and guide our continuous improvement initiative. Our simple two question questionnaire is sent to everyone in a customer organization, asking them on a scale of 0 to 10 would they recommend Hanson Logistics to a friend. NPS is an important score in measuring year-over-year our customers? experience, allowing us to assess how well (not so well) we?re meeting our customers? expectations.
Respondents are grouped by the following:
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who may be vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can impede growth through negative word-of-mouth.
This year, we were pleasantly surprised by the level of engagement and the excellent feedback from our customers. Our score confirmed that incremental, front line improvements suggested by customers and implemented by Hanson Teammates are having a positive impact on the Hanson customer experience. Yes, we have a few detractors; we view their input as an opportunity to zero in on their feedback and improve our service accordingly.
In statistical terms, our 2020 NPS improved significantly, up 20% from last year. This dramatic improvement was achieved not only in our traditional warehousing and transportation, but also in our newer service lines, such as frozen food ecommerce and single inventory national distribution. What?s more, our customers voted Hanson Logistics in the higher percentile for service levels during COVID, when the frozen food supply was reeling from rollercoaster changes in demand, and we all were working ? and continue to work ? under strict safety protocols.
Hanson Logistics Teammates deserve all the credit for not only making things happen, but making things happen better.
Yes We Can!