Customer Experience

Harnessing the Power of Customer Feedback.

At BNSF Logistics, we strive to provide our customers and partners with the best possible service and experience. To achieve this, we created our Voice of the Customer Program called “Heart of the Matter.”

Heart of the Matter is designed to collect feedback so we can better understand customer and partner wants, needs, and expectations and turn these insights into action. We can improve processes, products, solutions, and services by bringing these insights – your voice – to the decision-making table. We have launched Heart of the Matter with a survey that will be going to all our customers and carriers throughout 2023. As we grow Heart of the Matter, we will be expanding where we are listening to you through additional focus groups, on-demand surveys, and 1:1 discussions.

We take customer feedback seriously. Our mission is to understand our customers and partners and make sure we are making changes based on your feedback. With Heart of the Matter, we can create meaningful solutions that will enhance the customer experience and satisfaction. Because your feedback is important to us, we will be sharing with you what improvements we have made based on your feedback. Look for more to come in this space.

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Customer Experience
BNSF LOGISTICS is a subsidiary of Burlington Northern Santa Fe, LLC, a Berkshire Hathaway company.
With 20+ years of developing connections and capabilities, we leverage our proven expertise and deep financial resources to provide extraordinary service scope.
Our best-in-class engineering and project teams deliver comprehensive truck, rail, barge, and multimodal logistic solutions, with creative project solutions for every aspect of your complex, ultra-heavy, or largescale move.
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