The results of the second edition of the MASTIOGALE Customer Value Study of the less-than-truckload (LTL) sector have been announced. The U.S. edition of the study offers seven categories by type or region and ranks carriers on 21 criteria based on shippers’ actual experience. Nearly 3,000 shippers participated in the telephone survey, providing detailed information on carrier performance.
Based on the overall customer value index, top national LTL carrier Watkins (now FedEx National) was joined by FedEx Freight, and Con-way as ranking above the industry average.
Among inter-regional LTL carriers, R&L Carriers, Jevic and Averitt Express scored above industry average.
The overall ranking of all carriers regardless of their size or region had only 11 carriers that were above the industry benchmark. Alphabetically, they are: A. Duie Pyle, AAA Cooper, Alvan, Bullet Freight Systems, Dayton Freight Lines, Lakeville Motor Express, Pitt Ohio, R&L Carriers, Southeastern Freight Lines, Ward Trucking, and Wilson Trucking.
Shippers ranked carrier performance on 21 attributes from “shipments picked up when promised” to “strong positive corporate image and reputation.” The various attributes were weighted to correspond to the importance of each as a driver in shippers’ carrier selection. Based on 2,973 interviews, MASTIOGALE collected over 12,000 total observations on 262 LTL carriers. A total of 45 carriers had sufficient ratings to be included in the study results. www.mastiogale.com