Thank You for the Customer Feedback!

07/25/2013 — Scott Frederick

Last month PartnerShip sent a broad-based market research survey to all of our active customers. Since our customers' time is precious, we threw in the added incentive of an iPad Mini which we randomly awarded to one of the survey respondents. Congratulations to Linda at Wayland University Store for being our lucky winner.

Overall, we had nearly a 10% response rate with a great cross-section from across North America. That is a fabulous response rate and definitely a good indication of our customers' passion for what they do and what they ship. We received some great quantitative and qualitative feedback from the survey which will help us adjust current services and possibly develop a couple new offerings in the future. While most of the survey results are proprietary to our management team, here are a few take-a-ways we can share publicly:

• The majority of customers all have small package and LTL freight shipping needs
• A significant number of customers have shipping needs for exhibit shipments, truckloads, and time-definite delivery
• One in four respondents uses a variety of logistics services (e.g., reverse logistics, warehousing, pick/pack/ship, import/export, etc.)
• Competitive price, reliable delivery, reliable pickup, easy booking process, and responsive customer service are the most important things to our customers
• Over 85% of the respondents are either somewhat or very satisfied with PartnerShip services overall (<2% are unsatisfied in some way)
• Almost half of the respondents are very likely to recommend PartnerShip to a friend or colleague
• 76% of the respondents opted-in for the iPad Mini giveaway

We also used the survey results to calculate the Net Promoter Score (NPS) for our customer respondents. NPS is based on asking customers a single question that is predictive of both repurchase and referral: "On a scale of zero to 10, how likely are you to refer to a friend or colleague?" While this metric is not without its flaws, it was still gratifying to see our NPS score well above industry averages and very close to the best-in-class scores you might find in other industries.

Despite the solid NPS score and satisfaction ratings, the PartnerShip team knows there is plenty of room for improvement. That's why we continue to develop and train our people, and hone our skills - so that we can fulfill our vision of being the leading shipping solutions provider to small businesses nationwide.

The feedback, suggestions and ratings in this most recent survey help point us in the right direction - so thank you to those who participated! If you missed out on the survey, feel free to send a note to marketing@PartnerShip.com with your feedback, suggestions, testimonials, or complaints at any time.

Scott G Frederick