Scoring points
Staff -- Logistics Management, 8/1/2002
Despite tough economic times, shippers have cut the nation's less-than-truckload (LTL) carriers no slack this past year, continuing to make relentless demands for top-notch service. Nonetheless, four national LTL carriers scored enough points with our readers to secure spots in the winners circle. Three were repeat winners, having been named to the Readers' Choice list last year as well: Roadway Express, Yellow Freight (recently renamed Yellow Transportation) and Watkins Motor Lines. They were joined this year by ABF Freight System.
Overall scores for the national LTL carriers improved somewhat over last year's. The average weighted customer satisfaction score for the category rose to 31.56 from 31.38, reflecting rising scores for four out of the five attributes ranked. The grade for on-time performance shot up to 10.13 from 9.97; the value rating edged up to 7.52 from 7.44; the information technology rating climbed a notch, rising to 3.84 from 3.80; and customer service headed up to 6.38 from 6.32. Only the rating for equipment and operations slipped, falling to 3.69 from 3.84.
As for multiregional and interregional service providers, two carriers earned accolades from readers this year. Last year's winner, American Freightways (recently renamed FedEx Freight East), was joined by Jevic Transportation in the winners circle. Overall, readers expressed increased customer satisfaction with this category of service, whose average score rose to 31.75 from 31.32 last year.
At the individual attribute level, grades were good as well. Marks for on-time performance climbed to 10.27 from 10.00. The value score also rose—to 7.71 from 7.63. The information technology number edged up to 3.67 from 3.60, and the customer service rating rose to 6.35 from 6.11. The score for equipment and operations, however, slid to 3.75 from 3.78.
Among surface package carriers, the two carriers that won accolades last year—United Parcel Service and FedEx Ground—earned honors again this year.
At the same time, the overall weighted customer satisfaction score dipped marginally to 34.57 from 34.59. Scores were up in three categories: on-time performance, which rose to 11.25 from 11.15; value, which inched up to 8.38 from 8.33; and information technology, which crept up to 4.32 from 4.25. Ratings for customer service, however, slipped to 6.46 from 6.49, and equipment and operations slid to 4.16 from 4.37.
Table Head
| National LTL Carriers | On-Time Performance | Value | Information Technology | Customer Service | Equipment & Operations | Weighted Score |
| All scores are weighted. Weighted scores are determined by multiplying the average raw scores by the average weighted importance of each attribute (1=least important; 5=most important). To find the attributed weights for this category, see the table titled "Performance Attributes' Importance Ranked by Mode" in the introduction to the Quest for Quality report. |
||||||
| Roadway Express | 10.52 | 7.66 | 4.05 | 6.61 | 3.76 | 32.60 |
| Yellow Transportation | 10.38 | 7.57 | 4.06 | 6.63 | 3.81 | 32.46 |
| ABF Freight System | 10.24 | 7.45 | 3.89 | 6.55 | 3.76 | 31.89 |
| Watkins Motor Lines | 10.50 | 7.54 | 3.59 | 6.38 | 3.81 | 31.82 |
| Average | 10.13 | 7.52 | 3.84 | 6.38 | 3.69 | 31.56 |
| Multiregional & Interregional LTL Carriers | ||||||
| American Freightways | 11.12 | 8.05 | 4.04 | 6.83 | 3.98 | 34.01 |
| Jevic Transportation | 10.54 | 7.65 | 3.48 | 6.29 | 3.79 | 31.75 |
| Average | 10.27 | 7.71 | 3.67 | 6.35 | 3.75 | 31.75 |
| Surface Package Carriers | ||||||
| United Parcel Service | 11.81 | 8.58 | 4.68 | 6.76 | 4.34 | 36.17 |
| FedEx Ground | 11.71 | 8.10 | 4.61 | 6.80 | 4.26 | 35.48 |
| Average | 11.25 | 8.38 | 4.32 | 6.46 | 4.16 | 34.57 |
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