Intermodal Service Scorecard : Spring 2024 September | 30
CHART 14B Customer satisfaction score : Among the 46
customers voting on “ other ” intermodal providers , 97.9 % were satisfied with their service ( Chart 14B ), 93.3 % said their provider met expectations on tender acceptance levels and 86.7 % gave a perfect 5 out of 5 points on customer service .
Net promoter score : The “ other ” intermodal provider net promoter score was 69 , down slightly from 73 but still way above the industry average for transportation and logistics . Nearly three out of four ( 73 %) were promoters and only 4 % were detractors . The average promoter score of 9.1 out of 10 points was unchanged from the prior survey .
CHART 14C
On the routing guides : It was fairly split on where “ other ” intermodal providers were on the shipper routing guides . Just as a homeowner may balance shopping at a family-owned business versus a big-box retailer , shippers decide on tendering based on their top priority — exceptional customer service or cost savings . Some purchases might require consulting someone with intricate product knowledge , while others might involve straightforward products where price is the most critical factor . Larger intermodal providers get the nod when the deciding factor is price . Among voters , 43.4 % said the “ other ” provider was its top partner by volume , but 37 % also said the “ other ” provider was third or lower in the routing guide ( Chart 14C ). www . spglobal . com | www . joc . com © 2024 S & P Global