At the core of its corporate philosophy is a commitment to prioritizing customer needs, and Prologis consistently delivers on that promise by providing high-standard logistics infrastructure and professional property services that create added value for its customers and the communities it serves.
Prologis China has maintained an exceptional customer satisfaction rating of 95% for eight consecutive years, as demonstrated by annual surveys conducted since 2015. In 2022, Prologis China invited 247 customers from a range of industries to participate in a comprehensive satisfaction survey, which focused on key areas such as Net Promoter Score (NPS), property management, construction quality, additional services, terminal distribution, warehousing, and the impact of the Covid-19 pandemic. By soliciting this feedback, Prologis was able to gain an in-depth understanding of its customers’ needs and preferences, laying the groundwork for improving service quality and enhancing the customer experience.
In the 2022 survey, an overwhelming majority of participants (98.26%) rated Prologis as an “excellent” or “good” partner, expressing strong willingness to continue their cooperation with the company.
A holistic review of 18 park property services: enhancing customer satisfaction across all aspects
In 2022, Prologis China focused on enhancing park security and supporting facilities. With an emphasis on understanding the individual needs of its customers, the company designed a comprehensive customer satisfaction survey comprised of 18 categories of questions. The survey results revealed a high level of appreciation among customers for the fire safety, fire protection facilities, power supply, and emergency response capabilities on offer at Prologis’ parks. The overall score for property services in 2022 reached an impressive 96 points. A customer even said: “Prologis implemented stricter standards for response speed, sanitation and cleaning, security, and management of people and vehicles entering and exiting the park. Thanks to the 24/7 services, we were made to feel free of any concerns and confident in their operations.”
Meeting diverse customer needs through continuous facility quality optimization
In 2022, Prologis China parks up and down the country demonstrated significant improvement in infrastructure quality, which was reflected in a notable increase in their total score compared to previous years. Notably, six projects, including the Prologis Qihe International Logistics Park, the Prologis Tianjin Jingbin Logistics Center, and the Prologis Wuhan Caidian Logistics Center, received full marks from customers.
Prologis is committed to green development and energy conservation in its various parks, as evidenced by the installation of distributed PV systems and increased use of clean energy, leading to sustainability improvements in its logistics facilities. In 2022, Prologis China recorded a high NPS index, with approximately 97% of park customers expressing their willingness to recommend a Prologis park. This is a result of Prologis China’s efforts to create improved convenience for customers, meet their diversified and customized needs, and improve customer satisfaction and loyalty.
Prologis China is dedicated to building industrial infrastructure that leads the development of the industry. It will continue to listen to and absorb customer opinions and suggestions, while focusing on improving park construction, enhancing service quality, and optimizing the customer service experience.