Ever wonder who reads online surveys? What do companies actually do with the information collected?
At MetroGistics, we read each and every survey response submitted. Any time a customer has something nice to say about an employee or experience, we share that news with the team. Have a nice experience with a driver/carrier? We let them know, too. We make a note in their carrier profile and call them to say “thank you” for their professionalism, courtesy and respect.
Likewise, if we receive feedback about a negative experience, we review it with all departments involved. We do root-cause analysis to see where something may have gone wrong, and we learn from it. Sometimes it’s as simple as reinforcing the steps in the order process with the parties involved. Other times it may require a process or procedural change.
For example, we learned from our personally owned vehicles (POV) customers that our written process was not clear enough on what they should expect and what to do during different stages of the shipping process. We put a team together to brainstorm how we could better communicate with our customers. The outcome was a video explaining the vehicle-shipping process for POVs.
In addition to our customer surveys, we issue a carrier survey once a year. At MetroGistics, we view our carrier base as a valued partner and like to hear from them on ways can we improve our business relationship. Sometimes the smallest changes have the greatest impact.
Here’s another example of how survey responses prompted some changes. Our dispatchers are extremely professional and efficient, but some of our carriers expressed a desire to have more personable interactions with them. As a result, dispatchers now spend a little more time on the phone with the drivers to further develop our carrier relations.
We can’t be all things to all people, but we will definitely do our best to provide an excellent experience for our customers and our carriers, old and new.
However, you don’t have to wait for a survey prompt to provide feedback. You can call us any time to chat with one of our dedicated dispatchers. We are here to listen and deliver on our promise to provide an easy and hassle-free vehicle-shipping experience, whether we are shipping one or hundreds of vehicles for you.
For more information on MetroGistics, call 877-571-6235, live chat via our home page, or email email@example.com.