Ritz‑Carlton Service in a Warehouse World

When you’re in the business of powering global supply chains, feedback hits differently. This isn’t about lattes or sneakers; it’s about infrastructure that needs to work, scale and last over time.  

In logistics real estate, where customers run 24/7 operations across borders, customer experience metrics built for consumer products, fast-food chains or bank branches can fall short of truly giving signal to our customers experience.  

Several years ago, we realized our own metrics weren’t telling us enough, and we took steps to build a more dynamic customer feedback program. Those efforts were recently recognized with five awards at the 2025 International Customer Experience Awards and a top-10 ranking in customer satisfaction in the Wall Street Journal’s list of the Best-Managed Companies of 2025. Beyond recognition, our ultimate goal is to earn deeper and more sustained relationships with our customers.  

Here’s what we’ve learned from our re-imagined customer experience and what others in long-cycle B2B industries might take from it.

1. You Can’t Manage What You Can’t Measure

Net Promoter Score (NPS), while commonly used to gauge consumer loyalty, doesn’t quite fit the logistics industry, where facilities are long-term, high-value assets. It also doesn’t translate well across cultures: a Japanese customer rating us as a “7/10” might mean they are very satisfied while a customer in the U.S. giving a “7/10” would signal an area for improvement.  

To solve for this, we mapped the full real estate lifecycle of a customer’s time with Prologis and developed a custom metric that measures long-term health. It tracks customer touchpoints over time and in context, then helps us flag risks early and identify what is working. Instead of asking “Would you recommend us?” we ask, “What matters most to you in your relationship with us, and how are we delivering on that?”

2. Central Data Only Works if Local Teams Can Act

A global customer experience strategy doesn't work if regional teams can’t respond.  

In Hungary, a customer had flagged maintenance concerns—despite the local team following standard company protocol. To respond to that customer’s specific local needs, the team made adjustments. To provide greater global insights, those process improvements were communicated to the teams and now help guide maintenance protocols in other regions.

This level of responsiveness depends on clear data and empowered employees. It only works when frontline staff have the authority to act and believe they’re trusted to do so (we’re proud to say that 85% and 90% respectively of Prologis employees do). Trust enables local teams to adapt when needed and feed solutions back into the system.

3. In Long-Term Relationships, Every Interaction Counts

Earlier this year, our research team found that many customers were taking longer to make decisions. Faced with macroeconomic uncertainty, shifting trade policy and leftover capacity from pandemic-era leasing, companies focused on optimizing existing networks rather than expanding.

In that context, seemingly smaller interactions, like a delayed repair to an unreturned call, can have an outsized impact. A problem today might resurface during a lease renewal seven years later. That’s why our teams are trained to pay attention to every issue that might crop up. Each interaction is an opportunity to deepen a customer relationship.  

From Insight to Impact

From the work and adjustments we’ve made to how we listen and measure our customers’ feedback, we’re getting clearer insights into where we can improve across our business and the 20 countries where we do business.

In today’s market, brand loyalty is hard to earn and easy to lose. Simply put, customer experience is a differentiator. Whether you're delivering software or warehouse space, the approach is the same: track what matters, give teams room to act and make service a core part of the operating model.

If you want to hear more about our customer-centric strategy, check out a couple of recent podcasts:  

The Modern Customer Podcast. Also available on Apple Podcasts, Spotify and YouTube.

ECOM LOGISTICS Podcast. Also available on Apple Podcasts, Spotify and YouTube.