Copper Peak Logistics was built from the ground up to provide an exceptional quality customer experience. That is why we are so focused on providing personalized attention and adding the human touch to everything we do. This year we decided it was time to get honest feedback from our clients on our performance. We asked them to be brutally honest so we could hear what’s working, what needs our attention, and hopefully gain some insight into new directives for the future.
We were blown away and certainly humbled by what we heard. Over 70% of the individuals surveyed took the time to complete the survey, with the vast majority telling us that our level of client service was exceptional. They commented on our quick response times, proactive communication that keeps them informed, and our warehouse stays on top of delivery commitments. Several also mentioned they appreciate that they can talk to real people when they call us. This feedback was gratifying to hear, but we live by the motto of never over promising and under delivering. We do have work to do in certain areas, and now have our client’s perspective on priorities going forward.
Part of the effort was to establish a base Net Promoter Score (NPS) for ourselves to see where we fall. NPS is a tool to gauge customer loyalty by asking a simple question: “How likely is it that you would recommend our business to a friend or colleague?” Customers answer on a scale of 1-10 and the score is calculated based on their self-reported willingness to recommend your company. Scores are reported on a scale of -100 to +100, with 0 to 50 being good, 51 to 70 being excellent, and above 70 considered world class. The great thing about NPS is that it provides a real, simple number illustrating your customer’s level of satisfaction.
We were thrilled to achieve a 71 NPS; an indicator that our clients think we are serving them well. This score puts us in the NPS realm of companies like Starbucks, Apple, Nordstrom, Costco, and Amazon. We can take this baseline and monitor it going forward, hoping to improve on the already high mark.
Copper Peak has been leading the way since inception in 2007. We take pride in our accomplishments, many of which are industry leading solutions and services.
- First to market with two locations to reach total US wine customers in quicker time
- First to offer online dashboards for quick access to information
- First to offer mobile DTC processing on winery property
- First to market with ShipCompliant clearing exceptions manual and training
- And first wine fulfillment & logistics company to market with NPS rating
We are proud to add this NPS score to our list of accomplishments and will use the feedback we received to propel us to even greater levels of service. Measuring data, using social media to tell your story, and analyzing your customer preferences are certainly important in the wine industry today. Since we like to practice what we preach, we decided to share this information with you and we encourage everyone in our industry to do the same.
If you would like to learn more about the craftsmanship fulfillment services offered by Copper Peak, please contact us for a free consultation.
The Copper Peak Team