In evaluating the results according to Bain & Company’s Net Promoter SystemSM (NPS), Purolator International achieved a NPS score of 51 percent. NPS determines a company’s ability to grow by determining how many of its customers are ‘promoters’
Purolator International President John Costanzo instituted a customer satisfaction survey in 2004 as part of the company’s commitment to providing superior service. The survey gauges customers experience with their individual client relationship representative, as well as service performance for on-time, damage-free delivery, tracking and traceability, value, and effective and reliable technology and support. The results help Purolator International regularly improve the customer experience with new and/or enhanced service offerings.
Key Customer Satisfaction Survey Results
(All measured on a scale of one to five, with five being “very satisfied”)
• Individual client relationship representative – 4.7
• On time delivery of shipments – 4.3
• Complete delivery of shipments – 4.7
• Damage-free delivery of shipments – 4.4
• Value for transportation rates – 4.1
“I am so proud of the results of our customer satisfaction survey, and I’d like to personally congratulate and thank each one of our people across the U.S. and Canada for their commitment to providing an exceptional level of service to our clients,” said Costanzo. “It is Purolator International’
Trends on Purolator International Customers Shipping Needs to Canada
In terms of transportation spend to Canada; the number of Purolator International customers who spend more than 20 percent of their total transportation spend on shipments to Canada continues to increase. This year, it is 25 percent – up approximately 12 percent from only two years ago. The number of customers who spend 15-20 percent on their total transportation spend to Canada also increased slightly this year to 29 percent.
Costanzo states, “Canada is a market U.S. manufacturers and retailers shouldn’t ignore. Canada has a healthy economy and a more favorable U.S. Dollar exchange rate in recent years, creating significant demand for U.S. products. E-commerce is another driving force in the increase of shipments to Canada making the traditional brick and mortar walls of retailers disappear.”
Purolator International conducted this web-based survey in Q4 2013. The survey was distributed via email invitation to nearly 700 customers, with 384 respondents in total with titles ranging from CEO, VP, Transportation Managers, and Customer Service.
About Purolator International
Purolator International is a subsidiary of Purolator Inc., Canada’s largest integrated parcel and freight delivery services provider. Purolator International specializes in the air and surface forwarding of Express, Freight and Parcel shipments, customs brokerage, and fulfillment and delivery services to, from and within Canada. Purolator International has received numerous industry awards for its superior service and innovative solutions, including the 2014 “100 Great Supply Chain Projects” by Supply & Demand Chain Executive magazine, the 2013 “Top 100 Great Supply Chain Partners” list by Supply Chain Brain magazine, and Logistics Management’s 2012 Quest for Quality Award.
In addition to facilities throughout New York, Purolator International has locations in key U.S. and Canadian markets including Atlanta, Baltimore, Boston, Buffalo, Charlotte, Chicago, Cincinnati, Cleveland, Columbus, Dallas/Ft. Worth, Denver, Detroit, Houston, Indianapolis, Los Angeles, Miami, Milwaukee, Minneapolis, Nashville, Newark, New York, Philadelphia, Phoenix, Pittsburgh, Raleigh/Durham, Salt Lake City, San Diego, San Francisco, Seattle, Saint Louis, and Toronto.
For more information about Purolator International, visit www.purolatorinternational.com