About ODW Logistics, Inc.
ODW will continue to attract, develop and retain the best customers, associates, and investors so that the communities and people we serve will be secure today and into the future. This purpose will be executed with unwavering integrity inspiring all to a greater involvement and contribution to the world.
In order to measure our effectiveness, track our journey of continuous improvement, and plan for customer service we report metrics, perform assessments, and function utilizing a variety of tools within the confines of Customer Service and Quality.
Customer Service broadly tracks planned and executed:
- Quarterly Business Reviews (QBRs): Serve as the formal communication process with our customers where communications, planning, and performance are center stage to drive improvements
- Key Performance Indicators (KPIs): Inventory and shipping accuracy are corner stones but depending on our partners business and needs regularly review other critical metrics with our partnership
- Net Promoter Scores (NPS): A methodology ODW has chosen to quantify the effectiveness of our relationship, the essence of which is, “Would you recommend ODW?” Our customers and associates are assessed to provide a benchmark between teams and customers, industry peers, and to view our execution in the context of on-going measured effectiveness.