Intermodal Service Scorecard : Spring 2024 September | 23
CHART 11A
XI . Schneider National
The bottom line : Schneider received an average score of 3.9 out of 5 points , up from 3.5 points in the fall 2023 survey .
CHART 11B
Most-improved award : UP was the most improved among the railroads and Schneider holds the distinction among the asset-owning intermodal providers . The two are correlated because 2024 is the second year of the new partnership between UP and Schneider , which some shippers believe has been a positive influence on both companies . In the fall 2023 survey , Schneider received between 3.2 and 3.6 out of 5 points on all KPIs except for customer service , where its score was a below-average 2.8 . In the spring survey , Schneider received between 3.6 and 3.9 points on all KPIs except equipment availability , which netted the company 4.3 out of 5 points ( Chart 11A ). More than nine out of 10 shippers ( 91.3 %) stated that Schneider met their expectations on tender acceptance levels .
Customer satisfaction score : Schneider ’ s customers were also a lot happier with performance than last fall , with 75.6 % somewhat satisfied or very satisfied compared with only 32.1 % in fall 2023 . More than half of customers were dissatisfied with Schneider last fall ; that number has fallen to 15.6 % ( Chart 11B ). This is the metric in which shippers seem to give Schneider the nod over Hub Group . Both intermodal providers have their ardent supporters and loyal customers , but Schneider received higher scores than Hub Group among voters in all KPIs . It doesn ’ t mean Hub Group is a poor provider , but rather the two have different corporate cultures and approaches to business which might align with some shippers better than others .
CHART 11C
Net promoter score : Similar to the customer satisfaction score , Schneider also experienced a huge swing in its net promoter score , receiving a 7 compared with -42 in the last survey . It ’ s the first time Schneider received a positive NPS in the three surveys conducted to date . The average promoter score of 7.4 out of 10 points was up significantly from 4.6 in the prior survey .
Vying with Hub Group : The reason to compare Hub Group and Schneider is because most customers who use J . B . Hunt as their primary intermodal provider choose one or the other as their secondary provider . Only 17.8 % of customers named Schneider as the top provider by volume , in line with prior surveys of between 14 % and 22 %. Another 44.4 % listed Schneider as its second intermodal provider , 37.7 % third or lower ( Chart 11C ). Filtered only to shippers who named J . B . Hunt as its largest intermodal partner , 42.9 % picked Hub Group as second and 31.4 % picked Schneider . www . spglobal . com | www . joc . com © 2024 S & P Global