Delivering Value to Our Customers

Business and Industry

Union Pacific is a member of numerous national industry, business and environmental organizations:

  • American Wind Energy Association
  • Association of American Railroads
  • Food Shippers of America
  • Global Environmental Management Initiative
  • GoRail
  • National Association of Manufacturers
  • National Business Group on Health
  • National Freight Transportation Association
  • National Grain and Feed Association
  • National Minority Supplier Development Council
  • National Safety Council
  • United States-Mexico Chamber of Commerce
  • U.S. Chamber of Commerce

We deliver value to our customers by offering comprehensive freight transportation solutions that take advantage of rail’s benefits. We can handle the delivery of nearly every type of freight, whether a facility is located near rail or not.

Every decision we make, every project we undertake and every dollar we spend is measured against the yardstick of customer value. The Union Pacific franchise provides our customers access to diverse and growing markets. We are making targeted investments to continue enhancing it for the best service and future business growth.

Our passion for providing excellent service has allowed us to introduce innovative projects that not only provide freight solutions for existing and new customers in our communities, but also secure reinvestible returns.

The capstone of Union Pacific’s value proposition is our customer relationships, which we work hard to develop and maintain. To measure the value Union Pacific provides, we regularly sent a 35-question survey to more than 1,000 customers. Key performance indicators include on-time delivery, service consistency, pricing, total transit time, problem resolution and information accuracy.

Results remained at an all-time best of 93, out of a possible score of 100, in 2013.

After a number of years with satisfaction scores in the 90s, we are making changes to the survey process in 2014 to focus less on scores and more on discovering actionable areas for improvement. The scale will move from five-point to six-point, survey types will expand to better align with customers’ businesses, and the total number of questions will be reduced.