Intermodal Service Scorecard : Spring 2024 September | 32
XV . Frequently Asked Questions
Q : How many people did you survey ?
A : In the fall survey , the Journal of Commerce received 245 total responses from IMCs and shippers . The sample pool is not necessarily large enough to be considered a scientific survey , nor is it without a margin of error . Of the responses , 197 were from shippers . The survey is meant to measure customer sentiment toward railroads and various intermodal providers in a quantitative and qualitative manner .
Q : What is the purpose of the survey ?
A : The idea behind the Intermodal Service Scorecard is to develop a customer rating system for intermodal rail service providers that is similar to what Angi and Home Advisor do for homeowners . The Angi / Home Advisor model is simple . People review companies that perform services around their homes on a scale of 1 to 5 , and Angi and Home Advisor aggregate the data to identify the best — and worst — service providers in each region to help other homeowners make educated decisions about who they should hire . This survey is meant to identify the best domestic intermodal service providers , and , in turn , help guide shippers in their decisions . The survey is also aimed at identifying the specific strengths and weaknesses of individual intermodal providers . Each company has strengths and weaknesses , and shippers don ’ t always think alike . By providing a voice to the community , the survey can bring forward important common threads in how customers view their intermodal providers .
Q : How does your five-point rating scale work ?
A : Respondents are asked to review intermodal providers on key performance indicators on a scale from extremely poor ( 1 point ) to excellent ( 5 points ). This is similar to the 5-star scale used to rate and review products on Amazon or services on Google , Angi or Home Advisor .
Q : What is a customer satisfaction score ( CSAT )?
A : According to HubSpot , “ The Customer Satisfaction Score ( CSAT ) measures customer satisfaction with a business , purchase , or interaction . It ’ s one of the most straightforward ways to measure customer satisfaction , and it ’ s obtained by asking a simple question , such as ‘ How satisfied were you with your experience ?’” The CSAT score is a tabulation of what percentage of customers said they were “ somewhat ” or “ very ” satisfied with a service .
Q : What is a net promoter score ( NPS )?
A : NPS measures customer loyalty to a given product or service . Respondents are asked how likely it is that they would recommend the product or service to a colleague on a scale of 0 to 10 . Scores of “ 9 ” or “ 10 ” are referred to as “ promoters ,” or people highly loyal to the product or service . Scores of “ 7 ” or “ 8 ” are referred to as “ passives ,” not extremely loyal nor unhappy with the product or service . Scores from “ 0 ” to “ 6 ” are referred to as detractors , or customers who are displeased with the product or service and likely to use a competitor if a viable alternative is available . The NPS is the difference between promoters and detractors . Companies strive to have a positive net promoter score — i . e ., more promoters than detractors . The average promoter score is the average rating between 0 to 10 of all respondents .
Q : How can I participate in future surveys ? Is it free ?
A : Any shipper or IMC that wishes to participate in the survey , which will be conducted biannually in the spring and fall , may do so . Please contact Ari Ashe ( ari . ashe @ spglobal . com ) for more information on participating . The survey results and report are free to all survey respondents ; non-participants must be Gold-tier Journal of Commerce subscribers to view the survey results and report . www . spglobal . com | www . joc . com © 2024 S & P Global