Intermodal Service Scorecard : Spring 2024 September | 10
CHART 4A
IV . Canadian Pacific Kansas City ( CPKC )
The bottom line : CPKC received an average score of 3.2 out of 5 points , up from 3.0 points in the fall 2023 survey but , similar to its Canadian rival , lower than the US railroads .
CHART 4B
Too focused on Mexico : Of the KPIs , CPKC received its best score on transit performance with a 3.8 due to our sample size including both Canadian customers and those using the Mexico Midwest Express ( Chart 4A ). On equipment availability , CPKC received a below-average score of 2.9 out of 5 . The distinction is important because equipment availability of CPKC containers is an analysis centered on Canada only , as a vast majority of loads on the Mexico trains are with private-box partners Bison Transport , Fastfrate Group and Schneider National . It is consistent with commentary among some CPKC channel partners who believe the Canadian railroad has focused too much on Mexico and not enough on Canada . Likewise , CPKC received a below-average score of 2.9 out of 5 on customer service . CPKC received a higher score than CN on three of six KPIs — outgating process , transit performance and overall grade .
CHART 4C
Issues with pricing , customer service , equipment : As the KPI on equipment availability denotes , CPKC ’ s customers felt the squeeze on containers with 53.8 % of respondents citing it as a major challenge ( Chart 4B ). Unhelpful account representatives , or customer service representations — a function of customer service — was a major concern among 61.5 % of respondents . The same percentage also cited value for the dollar as a major concern given the different pricing strategies between the Canadian and US railroads . Only 29.4 % of voters said CPKC service was better than six months ago , and 52.9 % said there was no change .
CSAT and NPS scores : CPKC ’ s customer satisfaction score was unchanged from the prior survey with only 35.3 % of respondents saying they were satisfied ( Chart 4C ). The two Canadian railroads are the only ones who received less than a 50 % satisfaction rate among voters . While the sample size is smaller , most of the logistics providers voting on CN and CPKC also grade the US railroads , so there is no negative bias among the response pool . CPKC received a net promoter score of -53 , worse than the -45 in the fall survey . The average promoter score of 5.6 out of 10 was worse than the 6.0 in the prior survey and lowest among the six North American Class I railroads . www . spglobal . com | www . joc . com © 2024 S & P Global