Intermodal Service Scorecard : Spring 2024 September | 21
CHART 10A
X . J . B . Hunt Transport Services
The bottom line : J . B . Hunt received an average score of 4.4 out of 5 points , up from 4.1 points in the fall survey . This rating is considered incredibly good to excellent .
CHART 10B
Strong on service metrics : J . B . Hunt received its biggest boost in equipment availability with a score of 4.6 out of 5 compared with 3.9 in the fall survey ( Chart 10A ). Shippers said that if they needed a container , J . B . Hunt obliged with capacity as 95.1 % of shippers indicated tender acceptance levels met or exceeded their expectations . Scores for on-time pickup rose 0.3 points to 4.3 out of 5 , and on-time deliveries rose the same to 4.1 . J . B . Hunt received a 4.3 on technology — powered by its Carrier 360 portal — and 4.4 on customer service , an area where the company and its rail partner BNSF tend to excel in the minds of many shippers . J . B . Hunt received a 4.0 on price competitiveness and was the only intermodal provider that received at least 4 points out of 5 on every KPI .
Customer satisfaction score : J . B . Hunt raised its customer satisfaction score to 90.2 % from 78.7 % in the fall survey ( Chart 10B ). Only 6.5 % of customers were dissatisfied with its service . J . B . Hunt has consistently outperformed the other asset-owning intermodal providers with at least 10,000 containers on customer satisfaction and trail only the small-asset and non-asset-based IMC community on the metric . However , with nine out of 10 shippers satisfied with J . B . Hunt , the difference is minor . This is more likely due to the number of low-volume shippers without enough cargo to get the resources a major Fortune 100 shipper would receive , whereas non-asset IMCs often provide the same experience as a smaller family-owned business that is a fixture in their community .
CHART 10C
Net promoter score : J . B . Hunt received a net promoter score of 48 , up from 23 in the prior survey . Among the customers , 61 % were considered promoters while only 13 % were detractors . According to Customer Gauge , the median NPS in 2020 for the transportation and logistics industry was 38 , so by that measurement J . B . Hunt is outpacing the overall industry . Its average promoter score was 8.4 out of 10 points , up from 7.5 in the fall survey . Given only a score of 9 or 10 is a promoter , and 0 to 6 are detractors , a score greater than 8 when averaging more than 120 votes shows that most shippers have a favorable opinion of J . B . Hunt .
A primary provider : More than seven out of 10 customers ( 72.4 %) name J . B . Hunt as their top intermodal partner by volume ( Chart 10C ). Another 13 % of J . B . Hunt customers named the company as their second-biggest intermodal partner , 8.2 % said third and 6.5 % said fourth or lower . It was on par with the fall survey and it ’ s unlikely to move much in future surveys because J . B . Hunt owns more containers than Hub Group and Schneider combined . www . spglobal . com | www . joc . com © 2024 S & P Global