By: HappyOrNot
Translation : FeedbackSmiley

United States Cold Storage (USCS) operates 42 warehouses across the country. These are multi-million-cubic-foot temperature-controlled storage hubs that see as many as 5,000 food shipments per day. The importance of maintaining proper food temperatures cannot be understated. The vital U.S. food supply chain would break without it.

With so much activity, the company must work in harmony with independent transportation services to ensure the integrity of the chain. These drivers are in demand, and when multiple companies have competing needs to transport goods, good relationships count. USCS engaged HappyOrNot to ensure that drivers are treated efficiently and respectfully – a key part of the company’s strategic plan.

Demonstrated commitment to the driver experience

The company launched a trial of placing Smiley Terminals in seven locations in late 2018, with a further rollout to a total of 13 locations in the fourth quarter of 2019. “We wanted to focus on the quality and efficiency of their loading and unloading experience and how they were greeted on site, from the security gates to the loading docks,” says Keith Mowery, Vice President of Logistics.

USCS immediately began to see value. “We started getting positive reports on how our employees interacted with drivers, which allowed us to identify employees whose performance may not have been apparent before. We could quickly see when an employee was letting a driver in and out quickly, even when that driver was late for an appointment,” Keith says. “That’s exactly in line with our key objectives.