We strive for 100% customer satisfaction and believe it should be tangible and measurable. To that end, we use the following service management tools:
- Service level agreements (SLAs):
Our SLAs include metrics for accuracy (on-time pick-up and delivery percentage, sort accuracy and claims percentage); responsiveness (issue response, status updates and resolution based on severity); and efficiency (documented suggestions for workflow improvements and optimization).
- Performance reviews:
We conduct monthly reviews focused on performance against SLA; action items/corrective action plans; and education on new developments within the client and within BeavEx. This is augmented by biannual executive reviews.
- Regional performance measurement:
Inside BeavEx, each region, district, and terminal is measured against a variety of metrics including delivery timeliness, delivery accuracy, customer satisfaction and financial performance.