Intermodal Service Scorecard : Spring 2024 September | 16
CHART 7A
VII . Union Pacific Railroad ( UP )
The bottom line : UP received an average score of 3.9 out of 5 points , up from 3.2 points in the fall 2023 survey .
CHART 7B
Most-improved award : By far , UP had the greatest jump in scores sequentially for domestic intermodal service . The customer service score was 3.5 out of 5 , up from a “ below-average ” score of 2.9 in the prior survey . UP received a 4.3 out of 5 for ingating and outgating of containers , more than a whole index point higher than in late 2023 ( Chart 7A ). Transit performance rose to 3.9 out of 5 compared with 3.1 in the last survey . It was also the first time that UP beat BNSF in transit performance . BNSF still scored slightly higher for the other KPIs , but the difference is within the margin of error . Another way to quantify the major change is that 76.3 % of partners said UP was better than six months ago — the highest of any railroad .
Value for the dollar an issue : For the third consecutive survey , more than half of UP ’ s partners cited price competitiveness as a concern . Outside of the transcontinental lanes , UP faces the same challenges as the eastern US railroads . Rates between Los Angeles and Seattle , Dallas and Chicago are relatively equal between trucking and rail . In the spring , 58.6 % ( Chart 7B ) said it was a major challenge to sell rail service to shippers , but this was down from 65.7 % in the prior survey . Reliable service was a challenge for 37.9 % of respondents , but that was down from 51.4 % in the fall 2023 survey .
CHART 7C
CSAT and NPS scores : UP ’ s customer satisfaction score jumped to 68.4 % ( Chart 7C ) in the spring survey from 20 % last fall , another sign of positive development for shippers using the western railroad . No one was dissatisfied with UP ’ s performance in the spring survey , compared with 35 % last fall . UP ’ s net promoter score jumped to 32 from -36 in the last survey , and the average promoter score rose to 8.2 out of 10 , two points higher than the prior survey . No other railroad showed such a vast improvement in scores . www . spglobal . com | www . joc . com © 2024 S & P Global