FedEx Corporation
San Francisco, CA
| TranSystems was asked to evaluate SmartPost, a new product based on FedEx's transportation network with local delivery by the US Postal Service. The goal was to gain a better understanding of customer satisfaction with SmartPost with particular reference to the role of its Account Service Representatives (ASRs). TranSystems designed a questionnaire interview guide, interviewed SmartPost customers, assessed the state of customer satisfaction and the role of ASRs, and developed recommendations for overall direction of SmartPost and ASR performance tracking. |
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