Intermodal Service Scorecard : Spring 2024 September | 19
CHART 9A
IX . Hub Group
The bottom line : Hub Group received an average score of 3.2 out of 5 points , a slight increase from 3.1 points in the fall survey .
No change in service scores : Hub Group scored within one-tenth of an index point , with the company scoring between 3.3 and 3.5 in all metrics other than customer service . While the scores are lower than its competitors , they are also above the average of 3.0 ( Chart 9A ). The intermodal provider received a score of 3.2 out of 5 on customer service , which was lower than peers but also better than the below average score of 2.9 in the fall survey . Hub received its highest score of 3.5 on equipment availability , which is no surprise given how many containers are idled across the US . In a new survey question , 71.1 % of shippers said Hub Group met their expectations on tender acceptance levels and 24.4 % said the intermodal provider did not meet expectations .
CHART 9B
Customer satisfaction scores : Hub Group ’ s customer satisfaction score was 47.8 % in the first half of the year , up from 41.2 % in the last survey , and the number of dissatisfied customers fell to 32.6 % from 41.2 % during the same period ( Chart 9B ). Only Swift Intermodal had a lower CSAT rating . The data shows shippers tend to be satisfied with either Hub Group or Schneider but rarely both ; most respondents who gave Hub Group favorable reviews were displeased with Schneider , and vice versa . Schneider has customers who really love them , such as SanMar , but so does Hub Group , which is preferred by Ashley Furniture . Schneider scores slightly higher than Hub Group overall , which could be due to CSX receiving higher scores than NS . Schneider and CSX are partners on the East Coast , while Hub Group partners with NS . Both partner with UP on the West Coast .
CHART 9C
Net promoter scores : Hub Group recorded a negative net promoter score for the third consecutive survey , although its -32 was not as poor as the -56 in the last survey . Only 22 % of shippers were defined as promoters while 61 % were detractors . Promoters are considered highly loyal to the brand , while detractors are considered not loyal at all . The average promoter score of 5.8 out of 10 points was up 0.4 index points , but it is still considered a below-average mark .
A backup option : The data on where all intermodal providers fall on the routing guides of shippers has been consistent in each survey . Only one out of 10 customers of Hub Group named the company its top provider by volume . The balance between second and third or below is close ( Chart 9C ). In the latest survey , 37 % said Hub Group was their second provider , 52.2 % said third or lower . Of the 52.2 %, 21.8 % of shippers said Hub Group was third , and 30.4 % said Hub Group was fourth or lower in their routing guide . www . spglobal . com | www . joc . com © 2024 S & P Global