Saturday, September 15, 2012

Make the Case

  
Based off a few bad experiences with FedEx (no offense if anyone works for this company) I decided to be a web analyst for this company.  With FedEx a lot of business is handled digitally on the web. As a Web Analyst for FedEx, I will present to my boss some measurement strategies to ensure that our customers are satisfied with our services.  The three focus areas are more efficient delivery times, reducing the time of packages getting sent back to the merchants that ships through us, and contact information. 
Delivery time, Products getting sent back, and Contact.
This will fall under the customer servicing part. This is important to measure because (1) as a customer, efficient delivery time is what they look for and (2) as a company we want to stay within a good company standard and improve every aspect as possible. Delivery times and packages getting sent back could go hand in hand. If there is an error with an address or some contact information, it is a possibility that packages could get sent directly back to the merchant. This could result into the delivery time getting delayed and could disappoint the customer. This is not what we want as a company. As a web analyst, I want to measure and record how fast our products are getting shipped out each time according to the customer’s shipment requests. We want to keep track of all our customer contact information so just in case something does have to get shipped back to the merchant, FedEx can contact the customer or the merchant to clarify address errors or any other issues. We want to measure customer/company feedback too make sure we are on top of things and constantly improve. Keeping up with technology and having very clear communication will help a lot.  We want to keep our customers happy.

1 comment:

  1. So did you have an issue with packages getting sent back to the merchants due to an addressing error? How would you include measurement to extend to the merchants that use FedEX (in case the errors are outside of the FedEx system)?

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