Intermodal Service Scorecard : Spring 2024 September | 27
CHART 13A
XIII . Swift Intermodal
The bottom line : Swift received an average score of 3.3 out of 5 points , up from 3.0 points in the fall survey , although similar to STG , the sample size is limited .
CHART 13B
Above average but not excellent : Swift Intermodal and Hub Group were lowest or second lowest in all the service metrics , but a sample size of 17 voters isn ’ t enough to draw larger conclusions ( Chart 13A ). All the numbers were 3.2 and 3.6 out of 5 points , so Swift Intermodal delivers a better-than-average performance . However , it doesn ’ t necessarily rise to the level of J . B . Hunt , Schneider or the smaller asset-owning and non-asset-based IMCs with a heavy focus on customer service . None of the results are surprising , given Swift Intermodal has struggled in recent years to establish itself as a provider in the same class as J . B . Hunt , Hub Group and Schneider . It has been unable to turn a profit in the intermodal division consistently for years , but leadership is hopeful that its head of intermodal — a former intermodal marketing and sales executive with UP — will solidify its reputation and performance as a viable option for those who cannot get the attention of the big three , or need backup options for capacity .
Customer satisfaction score : Seven out of 17 customers voting were satisfied with Swift Intermodal in the first half of the year . Five were dissatisfied and five were neither satisfied nor dissatisfied ( Chart 13B ). Thirteen out of 17 shippers said Swift Intermodal met expectations on tender acceptance levels . Twelve out of 17 shippers rated Swift as third or lower on its routing guide , seven of which said Swift was fourth on the list ( Chart 13C ).
CHART 13C
Net promoter score : While Swift received a third consecutive negative net promoter score of -29 , it showed improvement over the -55 in the fall 2023 survey . Four of the 17 voters were promoters loyal to Swift Intermodal , nine were detractors and the remaining four were neutral . The average promoter score of 6.2 out of 10 points was up from 5.8 in the last survey . www . spglobal . com | www . joc . com © 2024 S & P Global