Years ago, we instituted a formal process of asking our customers from around the world to list the elements of service they valued most and to rank them in order of importance. With their feedback, plans were put in place to address their top five items within six months or less.

As we successfully tackled each item and removed it from the list, we turned our attentions to the next priority item ensuring continuous improvement. This plan kept us totally focused on issues that were of importance to our customer, rather than expending effort on exercises that felt good internally but appeared to provide limited added value.

Today, we remain on track by reviewing our improvement plans with our customers through quarterly review meetings. During these reviews, customers are given the opportunity to assess our progress and provide valuable feedback. We want them to feel part of the process so that we can adapt and better serve the needs, now and in the future.

Our culture is to continue to aspire not only to meet - but to exceed - our customers' expectations. IR continues to post solid increases in customers’ overall satisfaction ratings, a clear result of our actions speaking louder than words.

Paul Rolls
Vice President, Global Service and eCommerce