Service Metrics

Martin-Brower uses a wide range of methods and practices to monitor and measure performance and customer satisfaction. These range from "best-in-class" technologies, to assessments and audits conducted regularly by external industry experts, to customer service and employee engagement surveys, and informal feedback from individual operators, system partners, and McDonald’s leadership.

The international quality assurance firm Silliker, Inc. regularly evaluates, validates, and scores performance at all Martin-Brower distribution centers to assure conformance with McDonald’s standards. We have consistently received excellent recognition by Silliker and McDonald’s, including five Silliker Platinum awards – the highest award presented in this category.

Key service measures, including delivery reliability and on-time delivery, are measured daily, weekly, monthly, quarterly, and annually. Daily driver route check-ins review each delivery experience, while XATA on-board computers enable daily analysis of MPG, idle time, speed, and shifting for fuel performance. Each day, warehouse shift meetings focus on the prior day’s service levels, safety, and productivity, and each facility’s monthly business review focuses on safety and service.

Martin-Brower cared about improving the Louisville Distribution Center. When they put all their resources behind the project, it meant a lot to the operators. It was a matter of finding the right people to do the job, in the right place, at the right time. And Martin-Brower did a great job of that.

- John Israel, McDonald’s Owner/Operator
Knoxville, TN

Services

Service Metrics