Intermodal Service Scorecard : Spring 2024 September | 6
CHART 2A
II . BNSF Railway
The bottom line : BNSF received an average score of 4.0 out of 5 points for its performance in the first half of 2024 , identical to the fall2023 survey .
CHART 2B
Key metrics unchanged : There was little change in BNSF ’ s performance compared with its high scores in late 2023 . BNSF ’ s scores on KPIs — equipment availability , ingating process , outgating process , transit performance and customer service — were within the margin of error of the fall survey . When asked to compare BNSF ’ s service with six months ago , 46.2 % said it was slightly better and 42.3 % said it was about the same . BNSF received the highest scores for ingating ( 4.4 out of 5 ) and outgating ( 4.2 out of 5 ) containers ( Chart 2A ), primarily because the railroad does not require appointments like Union Pacific . BNSF received the highest score among railroads in customer service ( 3.8 out of 5 ), with partner J . B . Hunt Transport Services securing the best score among the asset-based intermodal carriers .
Customer satisfaction score : Similar to the other scores , BNSF ’ s customer satisfaction score was within the survey ’ s margin of error . Of partners , 88.5 % were satisfied with BNSF in the first half of 2023 compared with 89.3 % in the second half ( Chart 2B ). For the second consecutive survey , BNSF received the highest CSAT score among the six Class I railroads . The remaining 11.5 % of voters in the spring survey were neither satisfied nor dissatisfied , leaving no truly unhappy customers .
Net promoter score : BNSF received a net promoter score of 36 in the latest survey , compared with 14 in late 2023 . Similarly , the average NPS increased to 8.2 out of 10 , compared with 7.8 out of 10 in the last survey . Nearly half ( 48 %) of voters were BNSF promoters , 40 % were passives and 12 % were detractors . For more information on CSAT and NPS calculations , please see Frequently Asked Questions ( Section XV ). www . spglobal . com | www . joc . com © 2024 S & P Global