Subscribers to Mastio’s benchmarking study got their first look at the results in September. The third annual study identifies the factors most important to customers’ perception of value and loyalty. These are essentially the factors that drive carrier selection. The study also allows for benchmarking carrier performance on those critical factors.
Data collection started with telephone interviews with key decision makers during June, July, and August. The 2,485 interviews with shippers provided over 9,700 total observations allowing rating for 263 less-than-truckload (LTL) carriers. Also included were over 13,400 qualitative responses to four open-ended questions about individual carriers.
Shippers were asked to rate the carriers they use on 24 attributes important to customer satisfaction, loyalty, and the value they perceive their LTL carriers provide.
Study results are grouped in seven indexes: Overall, National Carrier Group, Inter-Regional Carrier Group, Mid-Atlantic Region, Great Lakes/Midwest Region, Southern Region, and Western Region.
Mastio’s list of overall winners in the respective seven indexes and the carriers who exceeded the industry benchmark for their respective index include (alphabetically):
A. Duie Pyle
Dayton Freight Lines
New England Motor Freight (NEMF)
Southeastern Freight Lines
Among the top five shipper needs are: Shipments delivered with no shortages or damages, Shipments delivered when promised, Shipments picked up when promised, Effective problem resolution, and Competitive pricing.