Huffman Trucking Quality and Customer Satisfaction
Huffman Trucking has several tools and techniques used to measure quality and customer satisfaction. Quality in a trucking company is dependent on the ability to keep the trucks rolling and operating at peak efficiency. To achieve this, all of HuffmanÆs rolling equipment undergoes preventative maintenance every 25,000 miles at HuffmanÆs maintenance facility in Cleveland, Ohio. This regular maintenance ensures that the rolling equipment is serviced prior to needing major repairs, thus preventing most unexpected breakdowns; this in turn provides greater customer satisfaction, because customersÆ shipments are not delayed. In addition, regular maintenance keeps the equipment rolling at optimum efficiency, which means lower transport costs for the company and the customerùanother element of customer satisfaction. This maintenance provides a means for Huffman to measure customer satisfaction in terms of the quality and speed of the carriers.
Another way of providing quality and customer satisfaction is the use of a database of customer information. Online customers have a password and account number that allows them to access their accounts and track their shipments. This provides Huffman a means of learning about the customers, which enables them to provide better customer service, as well. The ability to track shipments is an advantage to customers, as they do not have to call anyone to try to track down their items; they can check the status anytime and watch the progress of the shipment online. Furthermore, Huffman can measure quality and satisfaction via not only the number of orders but online customer feedback.
Huffman also has a full customer service department, with customer service analysts, team leaders, representatives, inside sales assistants, and product support representatives. Each of these positions covers a different aspect of customer service. The a...