Choosing the Right 3PL Partner: Beyond the RFP

May 23, 2024
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That’s the number of third-party logistics (3PL) providers in the US in 2023, according to the International Warehouse and Logistics Association (IWLA). With such a vast array of potential partners, selecting the right 3PL for your business is a critical decision that can significantly impact your operations, customer satisfaction, and bottom line.

While factors like cost, service quality, and technological capabilities are essential considerations when evaluating 3PLs, looking beyond the typical information presented in the Request for Proposal (RFP) can provide valuable insights into finding the perfect fit for your business.

Here are three key factors that I encourage my clients to closely examine:

1. Employee Turnover Rate

Why It Matters:
A high turnover rate can be indicative of underlying issues within the 3PL, such as poor management practices, inadequate training, or a toxic work culture. Conversely, a low turnover rate suggests a stable and committed workforce.

What to Look For:

  • Request Information: Ask for the 3PL’s employee turnover rate over the past few years.
  • Consistency: Look for a consistently low turnover rate, which indicates that employees are satisfied, well-trained, and likely to provide reliable service to your business.
  • Employee Feedback: If possible, gather feedback from current and former employees to understand the company culture and management practices.

2. Customer Churn

Why It Matters:
Customer churn, or the rate at which clients leave the 3PL, can reveal a lot about the provider’s ability to meet and exceed customer expectations. A high churn rate may indicate dissatisfaction with service levels or recurring issues.

What to Look For:

  • Inquire About Churn Rate: Ask for the 3PL’s customer churn rate and any available data on why customers have left.
  • Request References: Speak directly with existing and past clients to get a sense of their experiences with the 3PL.
  • Case Studies: Review case studies or testimonials that highlight both successes and challenges the 3PL has faced.

3. Organization and Cleanliness of the Facility

Why It Matters:
The physical condition of the 3PL’s facility reflects their attention to detail, efficiency in operations, and commitment to providing a safe and organized environment for your goods.

What to Look For:

  • Facility Tour: Arrange a visit to the 3PL’s facility to assess firsthand its organization, cleanliness, and overall condition.
  • Inventory Management: Look for signs of proper inventory management and efficient workflows.
  • Safety Protocols: Ensure the facility adheres to safety protocols and standards, which is crucial for protecting your products and the workforce.

Going Beyond the RFP

While the RFP is a crucial tool for gathering initial information about potential 3PL partners, it’s essential to go beyond surface-level data. Here are some additional tips for making an informed decision:

Ask Questions:

  • Operations: Inquire about the 3PL’s day-to-day operations and how they handle peak times.
  • Technology Capabilities: Ask about the technology they use for inventory management, order processing, and communication.
  • Customer Support: Understand their customer support processes and how they handle issues or emergencies.
  • Contingency Plans: Learn about their contingency plans for handling disruptions, such as natural disasters or supply chain interruptions.

Dig Deep:

  • Historical Performance Metrics: Request data on the 3PL’s historical performance, including delivery times, accuracy rates, and incident reports.
  • Customer Satisfaction Scores: Look for customer satisfaction scores and feedback from surveys or reviews.
  • Case Studies: Ask for case studies that showcase successful partnerships and how the 3PL has helped other businesses grow.

Make a Visit:

  • Site Tour: Whenever possible, schedule a site visit to tour the 3PL’s facilities, meet key personnel, and get a firsthand look at their operations.
  • Meet the Team: Meeting the team can give you a sense of their expertise, professionalism, and how they interact with clients.
  • Observe Operations: Pay attention to how operations are run, including the flow of goods, organization of the warehouse, and the use of technology.

Additional Considerations

When evaluating a 3PL, there are several other factors you may want to consider to ensure a successful partnership:

1. Financial Stability:

  • Financial Health: Assess the financial health of the 3PL to ensure they have the resources to invest in their operations and technology.
  • Growth Plans: Understand their growth plans and how they align with your business’s future needs.

2. Scalability:

  • Flexibility: Ensure the 3PL can scale their operations to match your business growth and seasonal fluctuations.
  • Capacity: Check if they have the capacity to handle large volumes and diverse types of products.

3. Geographic Reach:

  • Locations: Consider the 3PL’s geographic reach and the locations of their warehouses.
  • Global Capabilities: If your business operates internationally, ensure the 3PL has global capabilities and expertise in international logistics.

4. Industry Expertise:

  • Specialization: Look for a 3PL with experience in your industry, as they will be more familiar with the specific challenges and regulations.
  • Reputation: Research their reputation within the industry and read reviews or articles about their performance.


Choosing the right 3PL partner requires a thorough assessment of factors beyond the RFP’s standard criteria. By focusing on employee turnover rate, customer churn, facility organization, and cleanliness, and taking proactive steps to ask questions, dig deep into data, and visit potential partners, you can make an informed decision that aligns with your business’s needs and goals.

Selecting a 3PL is not just about finding a service provider but about forming a strategic partnership that can drive your business forward. By looking beyond the surface and evaluating these critical factors, you can find a 3PL that not only meets your logistical needs but also supports your long-term growth and success.

If you’re ready to find the perfect 3PL partner and want expert guidance to navigate this complex decision, book a call with The TAC Group today. Let us help you make the right choice for your business. 

Book a Call with The TAC Group.

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