Intermodal Service Scorecard : Spring 2024 September | 12
CHART 5A
V . CSX Transportation
The bottom line : CSX received an average score of 3.9 out of 5 points , up from 3.7 points in the fall 2023 survey and remains the top-rated provider on the East Coast .
CHART 5B
Strong scores on KPIs : CSX outperformed Norfolk Southern on five of six KPIs — customer service , equipment availability , outgating containers , transit performance and overall grade ( Chart 5A ). The only KPI on which NS got a higher score was ingating , due to CSX ’ s use of a mandatory appointment system to bring on domestic boxes . Nevertheless , CSX received 4 out of 5 points on ingating and outgating containers and 4.1 out of 5 on equipment availability of rail-owned boxes . Any score of at least four denotes most voters believe the railroad is doing a good or excellent job on the metric . CSX scored 3.9 out of 5 on transit performance , which was the highest among all the Class Is in the survey . No respondents said CSX ’ s service was worse than six months ago , 53.1 % said it was about the same and 46.9 % said it was better .
CHART 5C
Value for the dollar only major concern : Similar to our prior survey , competitive pricing versus trucking is the major concern of 61.1 % ( Chart 5B ) of CSX ’ s partners . It is an issue that is will never likely go away because local East Coast lanes are typically less than 800 miles and are always truck competitive in the Journal of Commerce Intermodal Savings Index . In the current market , most local East Coast lanes save the typical shipper no more than $ 500 per container , and in some lanes trucking is cheaper . Transcontinental lanes such as Los Angeles to Dallas or Los Angeles to Chicago usually save at least $ 1,500 per container . While some shippers would still pick intermodal and savings of $ 300 to $ 500 per container , others might not consider this enough money because of truck procurement ease and other accessorial or drayage charges that the index does not count . No other category received more than one-third of the vote as a major concern .
CSAT and NPS scores : CSX ’ s customer satisfaction score was 71.9 %, up from 68.8 % in fall 2023 ( Chart 5C ). Only 3.1 % of CSX ’ s partners were dissatisfied with CSX ’ s performance in the last six months . CSX received a net promoter score of 22 , up from 0 in the fall . The average promoter score was 7.8 out of 10 , up from 7.3 out of 10 in the prior survey . www . spglobal . com | www . joc . com © 2024 S & P Global