Intermodal Service Scorecard : Spring 2024 September | 25
CHART 12A
XII . STG Logistics
The bottom line : STG Logistics received an average score of 3.6 out of 5 points , down from 4.0 points in the fall 2023 survey .
CHART 12B
Caution on sample size : Although there were 197 shipper votes in the spring survey , it ’ s important to remember that STG Logistics and Swift Intermodal have only a small portion of market share . Both companies own between 10,000 and 15,000 containers , but that is only half the size of Schneider ’ s intermodal fleet , and even smaller compared with Hub Group and J . B . Hunt . If STG and Swift control about 5 % of the US intermodal market , then a representative sample would mean only 5 % of respondents cast votes on the two companies . The sample size in our surveys for the two companies is small — between 5 to 15 votes per survey . STG received scores of 3.4 out of 5 points for customer service , equipment availability , on-time pickups and deliveries and technology in the fall 2023 survey . The business scored a 3.4 once again in the same categories except for equipment availability , which climbed to 3.8 out of 5 points ( Chart 12A ). Ten out of 12 shippers were also satisfied with STG ’ s tender acceptance levels . STG received 3.5 points for price competitiveness .
Customer satisfaction score : Eight out of 12 shippers , or two-thirds , were satisfied with STG ’ s performance ( Chart 12B ). While it ’ s down from 93.3 % in the fall survey , it ’ s difficult to draw any conclusions based on such a small sample size . As a provider with a lower market share , only one out of 12 shippers named STG as its top intermodal provider by volume ( Chart 12C ). Five of 12 voted STG as its third intermodal provider , representing a plurality .
CHART 12C
Net promoter score : STG ’ s net promoter score was -33 , down from 0 in the fall 2023 survey but better than the -40 in the spring 2023 survey . Such a small sample size makes the NPS an unreliable metric . The average promoter score was 6.6 out of 10 points , down slightly from 6.9 in the fall survey . As a niche player trying to grow market share , STG is highly motivated to add containers and win new business . With former Pacer and Celadon executive Paul Svindland at the helm , the company is looking to thread the needle between a non-asset provider and a large assetowning company . www . spglobal . com | www . joc . com © 2024 S & P Global