Page 4 - Newcom

INSIDE THE NUMBERS
Shipper’s Choice
What shippers look for in a motor carrier
Our annual Shipper’s Choice Survey, which determines which performance indicators are most important to Canadian purchasers of transportation services when selecting a carrier, is out. The results show that when it comes to contracting for LTL services on-time performance remains the top consideration but customer service and competitive pricing are part of a very tight top three. Those contracting for Truckload services, cite the same three performance indicators as their top three but place competitive pricing ahead of customer service. The survey also determines satisfaction and it’s encouraging to see that Truckload trucking scores the highest among all modes. The survey has been published in the current issue of sister publication Canadian Shipper.
Follow Lou on Twitter @LouSmyrlis.
Importance Of Performance Criteria
Shipper Satisfaction Ratings by Mode
Mode
On-time performance
Quality of equipment & operations
Information technology
Competitive pricing
Customer service
Leadership in problem solving
Ability to provide value-added services
Sustainable transportation practices
LTLTrucking
4.78
4.40
4.15
4.72
4.76
4.48
3.73
4.12
TL Trucking
4.86
4.53
4.17
4.74
4.67
4.47
3.89
4.19
Ocean Carriers
4.63
4.47
4.48
4.74
4.62
4.51
3.98
4.22
Couriers
4.91
4.46
4.60
4.75
4.71
4.50
3.94
4.23
Air Carriers
4.86
4.48
4.56
4.62
4.70
4.52
3.96
4.20
Rail Carriers
4.52
4.37
4.27
4.70
4.51
4.27
3.72
4.11
Mode
On-time performance
Quality of equipment & operations
Information technology
Competitive pricing
Customer service
Leadership in problem solving
Ability to provide value-added services
Sustainable transportation practices
Total Satisfaction Score
LTL Trucking
20.55
18.82
16.87
20.37
20.40
18.31
15.15
17.04
147.52
21.40
19.71
16.49
20.49
20.36
18.71
15.75
17.32
150.22
Ocean Carriers
18.81
18.05
17.71
19.40
18.50
17.31
14.08
16.24
140.10
21.16
19.00
19.34
19.62
18.70
17.05
14.82
16.84
146.54
Air Carriers
21.20
19.42
19.13
19.28
19.77
18.34
15.69
17.13
149.96
16.08
16.79
15.67
17.73
15.51
13.85
12.30
14.49
122.41
TL Trucking
Couriers
Rail Carriers
Industry sector distribution of respondents
41-60%
14% 11%
39%
of respondents
Geographic distribution of respondents
Percentage of budget spent on transportation
21-40%
1-20%
61-80%
18%
18%
42% 24%
34%
Eastern Canada (Quebec and Atlantic)
43%
Manufacturing
12% 15% Third-party logistics Retail
9%
Freight forwarding
20%
Other
81-100%
Western Canada
Central Canada (Ontario)
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4 Truck West • August 2018
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