Becoming a Favorite Customer of Truck Drivers and Carriers
United States Cold Storage has dramatically improved satisfaction by reducing driver dissatisfaction by 38% in the last 6 months. To date, they’ve collected over 40,000 driver feedback responses from their locations.
HappyOrNot has helped USCS to:
Motivate employees to maintain high levels of customer care
Demonstrating Commitment to the Drivers’ Experience
The company launched a trial placing Smiley Terminals at seven locations in late 2018, and a further roll-out to a total of 13 locations by Q4 2019. “We wanted to focus feedback on the quality and efficiency of their loading and unloading experience and how they were greeted onsite, from the security gates to the loading docks,” says Keith Mowery, Vice President of Logistics.
USCS started seeing value right away. “We started getting positive reports on how our employees interacted with the drivers, which enabled us to recognize associates whose performance may not have been evident before. We could spot when an employee moved a driver in and out quickly even when that driver was late for an appointment,” tells Keith. “That’s right in line with our key objectives.”
Uncovering Pain Points and Improving Scores
If a truck full of ice cream arrives and the temperature of the product is a degree or two out of the range, it’s up to the USCS team to further inspect the shipment which means the driver has to wait–and waiting can trigger a dip in happiness.
“We found that what caused them to register a less satisfactory experience wasn’t just the delay, but not knowing how far along we were in the inspection process,” explains Keith. “They might have felt they were being ignored, so we improved communication with the drivers which improved their experience and our [HappyOrNot] scores.”
About United States Cold Storage
United States Cold Storage, Inc., headquartered in Camden, NJ, is a premier provider of public refrigerated warehousing (PRW) and related logistics services throughout the United States. With roots dating back to 1899, USCS has long served a diverse customer base with requirements ranging from primary storage to fully integrated third-party logistics.
The company offers more than 355 million cubic feet of temperature-controlled warehouse and distribution space in 42 facilities located in 13 states including California, Delaware, Florida, Georgia, Illinois, Indiana, Nebraska, North Carolina, Pennsylvania, Tennessee, Texas, Utah and Virginia. USCS is the third largest PRW Logistics provider in North America. It is a subsidiary of the U.K.’s John Swire & Sons Ltd. Learn more about them at www.uscold.com.