Case Study: Customers
[4.16, 4.17] Our customers are integral to our business. We serve more than 4,400 customers globally, including manufacturers, retailers, transportation companies, third-party logistics providers and other enterprises with large-scale distribution needs, and we are continually seeking ways to better meet their needs.
In 1999 we began conducting bi-annual surveys with our customers at the property level. We will conduct this survey again in 2010 and report our results in next year’s corporate responsibility report. While these surveys are invaluable, we recognized another opportunity to better engage and align with our customers on a more strategic level and formed a Customer Advisory Board in 2009.
Establishing the Customer Advisory Board involved multiple steps. We first conducted both telephonic and web-based surveys with a large cross section of our global customers to receive feedback on our company. We then scheduled semi-annual, in-person meetings with representatives from approximately one dozen customers that represent a diverse mix of industries.
The meetings are led by a third-party consultant to solicit objective feedback. In fact, an hour and a half of every meeting is conducted without any ProLogis presence and covers challenges customers face as corporate real estate managers as well as ways ProLogis can improve its service level and product delivery system. Comments are then provided to us anonymously, which increases the legitimacy and objectivity of feedback received.
[PR5] As a result of initial meetings in 2009, we have gathered important feedback from our customers, and we have committed to address this feedback with modifications to the way in which we interact and engage with our customers.
We started the Advisory Board with customers based in North America, and are currently planning to expand the program to Europe and Asia.