Intermodal Service Scorecard : Spring 2024 September | 20
What We Heard — Hub Group
Positive-Neutral Negative
“ Very good . They are new to our network , so we are still getting used to each other . But so far , exceptionally good service and performance .”
“ Great customer service and always willing to work with the customer .”
“ Hub has provided good pricing .”
“ They have a good tender acceptance rate and ample capacity .”
“ Hub came in very aggressive with pricing in 2024 and has done a better job in the last six months with maintaining trailer pools .”
“ Issues with manual booking and misroutes , but there has been improved service levels on most shipments as compared to previous years .”
“ Operationally more responsive than in the past .” “ Cover pretty well on our cross-border lanes .”
“ Outside of some minor pick-up issues , incredibly positive on the Hub performance . Proactive notification communication is an area where they could improve .”
“ Responsiveness has improved .”
“ Better than previous six months but overall , not great . We did get a customer service representative that we like .”
“ They had a lot of issues with holes in the trailers , after several calls with them . It seemed like they couldn ’ t fix what seems to be a remarkably simple issue . They have a good cost structure , but we must work hard to get their attention to achieve a minimum service . I will say their pricing is the redeeming quality .”
“ They don ’ t have boxes in good condition for me as a customer , they don ’ t give me a clear view of the ETAs , and additionally , they are bad at replenishing boxes .” ( Translated from Spanish .)
“ While their on-time pickup and delivery has finally improved , customer service has always been a challenge , and we always seem to feel that we are a tool to move their equipment rather than a valued customer or partner .”
“ Hub continuously missing pick-ups , especially on weekends .”
“ Communication lacking at times . One-hundred percent tender acceptance . One of our poorest-performing IMCs .”
“ They are slow to react to the marketplace , like UP they are not flexible nor are they as BCO-friendly or creative .”
“ Need to quit getting rid of competent employees . It ’ s hurting their long-term ability to pass down what ’ s been learned over the last 30 years . The good news is that they started unstacking containers early , and it paid off .”
“ Awful account management . Excessive and often inaccurate accessorial charges . Poor communication across multiple levels of the company . One positive : Sales have acknowledged some of their issues and are trying to keep the relationship going .” www . spglobal . com | www . joc . com © 2024 S & P Global