Voice of the Customer

Award Winning Customer Service Starts with You.

HD Supply Facilities Maintenance's Voice of the Customer (VOC) team was named the gold medal winner in the prestigious 24th International Team Excellence Award competition at the 2009 American Society of Quality (ASQ) World Conference on Quality and Improvement. ASQ is the world's leading membership organization devoted to quality. They present tools, expertise, and resources to help individuals and organizations improve their work efficiency and productivity.

Our VOC program remains focused on working with you to find solutions and implement changes to our business based on solving your challenges and listening to your requests. We actually do listen and take action! Over the years, you've made suggestions regarding how we could:

Improve our service

• We have a multifaceted customer service quality program that incorporates customer feedback from customer calls, sales representatives, customer surveys, and anecdotal customer feedback.
• Our VOC team analyzes customer data weekly to measure, evaluate, and identify areas where we are exceeding quality levels or not meeting your expectations in terms of quality levels.

Expand our product offering

• Your feedback has helped us develop the broadest and deepest selection of high-quality, dependable products in the industry.
• As your single-source supplier, we can help you save time and money in sourcing products and in the procurement process, in minimizing the number of vendors you use, consolidating deliveries, and in reducing the number of invoices you have to handle.

Become a better partner

• There are now several quality and performance metrics that help us to listen, analyze, learn, and act upon your comments and suggestions. The VOC team is comprised of process improvement professionals who specialize in Six Sigma and other methodologies to lead quality-driven improvements.
• We work hard to quickly address your needs and wants and to ensure that we are always driving actions based on you.
  
  
  

What You Said	What We Did
"We would like to see monthly statements and Invoices online"	Through our Invoice Gateway, an online service, we now provide all of our customers the ability to view, print and access Electronic Monthly Statements & Invoices.
"I wish there was just one invoice instead of multiple ones. It can be confusing to manage the payments."	We identified the source of multiple invoices and made changes to provide a single invoice option on all flex orders.

We want to say thank you because your feedback has been instrumental in helping us create an industry-leading company focused on quality and customer service.

Customer Advocate

Depend on Us for Assistance with Any Question or Concern
Phone: 1-800-644-3006
Fax: 1-877-884-4575
Email: advocate@hdsupply.com (Subject line: Customer Advocate)