Survey Regularly to Understand Customer Satisfaction

Build service awareness and reinforce the value of your services through regular communications. FedEx focus groups with managers of small business identified a need to provide regular communications on FedEx services to its smaller customers, especially those who do not regularly interact with an account representative or FedEx courier on a regular basis. This led to the development of Ship Smart with FedEx, a quarterly benefits-oriented newsletter that will be sent to approximately 100,000 small business customers. The newsletter is a tool to build service awareness, communicate the value of using FedEx, and provide general shipping information to small customers. This communications channel will also be used to promote specific services and encourage a conversation between the customer and FedEx. Employ third-party vendors to conduct customer surveys to reduce bias and improve efficiency ...

Industries Profiled:
Chemical; Manufacturing; Shipping


Companies Profiled:
FedEx; Dow; Eastman Chemical

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