For More Information Contact: Customer Service Phone: 800-765-7242		PRESS RELEASE July 17, 2001
Saia Raises The Bar On Customer Service Indicator Measurement
Next month, Saia will celebrate the two-year anniversary of its unique Customer Service Indicatorprogram, which was launched in August 1999 following two years of extensive research and development. Saia asked customers a direct, yet vital and often overlooked, question: What do you need to make your transportation buying decision? The company then took the steps of routinely measuring those items customers said were most important to them, sharing those performance records with customers, and using the customer–defined "service indicators" as the basis for a continuous-improvement program. What resulted was the Saia CSI program, an index of performance measurements that include those things customers have said are most important to them, including pick-up performance, on-time delivery, claims settled within 30 days, claims-free shipments, proof of delivery (POD) turnaround and invoice accuracy. These are all key items in Saia’s effort for continuous improvement. Saia established percentage goals in each category and measures its service against those goals. Earlier this year, Saia increased its goal in claims settled within 30 days from 97 percent to 100 percent. Now, Saia is increasing the dollar value of the claim. Initially, Saia based the measurement on all claims under $500. As of this month, Saia will "raise the bar" by doubling the goal and increasing the dollar level to all claims under $1,000. "Even though we hit our 100 percent goal consistently for several months running, we weren’t satisfied," said Vice President of Marketing and Customer Service Sally Buchholz. "We wanted to go above and beyond, so we decided an increase in the dollar minimum of claims settled within 30 days would be one way we could show our customers that we are very serious about this program and continually improving our service to them. The dollar value increase along with the goal increase in this segment illustrates our desire to provide the best-in-class service." Saia stands behind its service and proves it in a published report on the six CSI measurements each quarter. Saia also provides monthly CSI totals by company for customer locations on its website at www.saia.com. Saia is a provider of regional one and two day service from Southern Virginia, across the south and west to California, and northwest into Oregon and Washington with partner service to the rest of the continental United States. Saia also provides service to Puerto Rico, and complete North American coverage is offered including Canada and Mexico. Saia has more than 5,400 employees networking from 113 locations. Saia is a subsidiary of Yellow Corporation (NASDAQ: YELL), a holding company with operating subsidiaries specializing in national, regional and international transportation services. For more information visit the Saia website at www.saia.com and the Yellow Corporation website at www.yellowcorp.com.