Intermodal Service Scorecard : Spring 2024 September | 3
Introduction
In 2023 , Journal of Commerce , part of S & P Global Market Intelligence , launched a biannual survey to determine who supply chain stakeholders believe are the top intermodal service providers in North America . This report presents the results of the spring 2024 survey , conducted from April 15 through June 1 , 2024 . In the survey , asset- and non-assetbased intermodal marketing companies ( IMCs ) graded the six North American Class I railroads — CSX Transportation , Norfolk Southern Railway ( NS ), BNSF Railway , Union Pacific Railroad ( UP ), Canadian National Railway ( CN ) and Canadian Pacific Kansas City ( CPKC ) — on key performance indicators ( KPIs ). Intermodal shippers graded their IMCs using a 5-point scale , similar to consumer ratings on Amazon , Google or Angi . The results of the survey include customer satisfaction scores ( CSATs ) and net promoter scores ( NPSs ) for each of the Class I railroads and IMCs . For more on the two terms and how each is calculated , please see Frequently Asked Questions ( Section XV ).
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