With freight expected to remain tight for much of next year, shippers have their choice of motor carriers. To hang on to existing clients and to break into new accounts it's important to understand wh...
With freight expected to remain tight for much of next year, shippers have their choice of motor carriers. To hang on to existing clients and to break into new accounts it’s important to understand what shippers value most, to get to the heart of why one carrier may be chosen over another. Our annual Shipper’s Choice survey, polls close to 2,000 shippers of all sizes across Canada to understand what drives their decision making when selecting carriers in all modes. Respondents are asked to rate the importance of seven key performance indicators when it comes to their selection decision. The results have held steady through the many years we have been conducting the survey. For shippers purchasing LTL services, on-time performance is always the most important consideration.
There’s no surprise there, however, it’s important to note that customer service ranks second, followed very closely by competitive pricing – two variables which may be at odds with each other. Shippers buying TL services also greatly value on-time performance but for them competitive pricing comes second in importance and is followed closely by customer service.
Of course, trucking does not operate in a vacuum. Rail is an important option for many shippers. However, shippers using rail services value competitive pricing most, followed by on-time performance and customer service.
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