Measuring customer service
As a freight rail transportation company, Norfolk Southern’s success hinges on customer service. NS’ daily goal is to provide on-time, consistent, and reliable delivery of customers’ goods, which helps them achieve their business goals.
After a challenging 2014, NS returned service levels to near record-best highs in 2015. As a result of ongoing operational improvements, NS boosted its fourth-quarter service performance by double digits compared with the same period in 2014.
To ensure customer expectations are met, NS uses three primary performance metrics – composite service, train speed, and terminal dwell. They offer a good overview of how well the company is meeting schedules and using assets. The metrics are updated weekly and shared with employees across the company, allowing the workforce to track progress and performance.