Great expectations
Staff -- Logistics Management, 8/1/2001
As shippers have cut back on safety stocks and shortened their order cycles, they're relying increasingly on regional less-than-truckload (LTL) carriers to make prompt—often overnight—deliveries in key markets. Shippers have high service expectations of these regional LTLs, which like other trucking segments face cost pressures from rising fuel prices and tough competition for the best drivers.
Still, some regional truckers managed to meet shippers' stringent service demands this year, winning laurels in our annual Quest for Quality survey. Interestingly, 13 of the 14 carriers earning kudos were winners last year as well. Obviously, those carriers have made quality a hallmark of their service.
In the Western region this year, shippers awarded citations for service excellence to USF Reddaway, Viking Freight, Lynden Transport, and Con-Way Western Express, all of which were honored last year as well. As a group, Western regional truckers received a weighted customer satisfaction score of 32.12—a full percentage point higher than last year's score. Grades for this group went up in four of the five categories measured. The on-time performance rating increased from 9.89 last year to 10.37 this year. The value quotient also inched up, from 7.50 to 7.52. The information technology rating likewise rose—from 3.81 to 3.86—as did the customer service score, which went from 6.11 to 6.61. Only the equipment and operations score dipped, from 3.80 to 3.75.
In the Southern section of the country, three carriers picked up gold medals for above-average service: Averitt Express, Southeastern Freight Lines, and AAA Cooper Transportation. All three carriers also won last year.
Yet the slackening economy appeared to take its toll on this region, where overall scores dropped from last year's levels. In 2000, the composite customer satisfaction score for this segment was 33.64; this year it fell to 32.49. Marks slipped in all five categories measured: The on-time performance score slid from 10.92 last year to 10.72 this year. The value rating stumbled from 8.03 to 7.90. The information technology score went from 4.05 to 3.71, the customer service rating fell from 6.61 to 6.44, and equipment and operations skidded from 4.05 to 3.72.
As for the Midwest, the two carriers that earned Readers' Choice designations last year—USF Holland and Con-Way Central Express—again earned quality honors this year. Nonetheless, overall scores for the Midwestern truckers slumped in comparison to last year's scores. The average weighted score dropped from 34.01 in the year 2000 to 33.65 in 2001. The on-time performance rating for Midwestern carriers declined from 11.13 to 11.07. The information technology score fell from 3.86 to 3.56, while the customer service mark went from 6.73 to 6.70. The equipment and operations rating also dropped, going from 4.59 to 4.29. Only the value score edged up, from 7.70 to 8.04.
In the Eastern region, four of the winning carriers from last year's list of honorees made the quality list again: Pitt Ohio Express, Ward Trucking, A. Duie Pyle, and New Penn Motor Express. They were joined in the quality circle this year by Con-Way Central Express.
Despite the addition of another carrier to the ranks of winners, the composite weighted customer satisfaction score for this carrier group stumbled, declining from 33.15 to 32.34. Scores dropped across the board in all five categories this year. The on-time performance rating slipped from 10.90 to 10.69, while the value score dipped slightly from 8.01 to 7.97. The information technology rating went from 3.74 to 3.70, and the customer service score fell from 6.52 to 6.11. Even the equipment and operations score was knocked down, from 3.99 to 3.87.
Regional LTL Carriers
| Western Regional LTL Carriers | On-time performance | Value | Information technology | Customer service | Equipment & operations | Weighted score |
| USF Reddaway | 11.49 | 8.16 | 4.00 | 7.09 | 3.91 | 34.65 |
| Viking Freight | 10.75 | 7.35 | 4.20 | 6.89 | 3.96 | 33.16 |
| Lynden Transport | 10.91 | 7.59 | 3.47 | 7.20 | 3.99 | 33.15 |
| Con-Way Western Express | 10.62 | 7.28 | 4.01 | 6.79 | 3.99 | 32.69 |
| Average | 10.37 | 7.52 | 3.86 | 6.61 | 3.75 | 32.12 |
| South/South Central Regional LTL Carriers | ||||||
| Averitt Express | 11.34 | 8.07 | 3.92 | 6.81 | 3.95 | 34.09 |
| Southeastern Freight Lines | 10.90 | 8.36 | 3.86 | 6.71 | 3.78 | 33.61 |
| AAA Cooper Transportation | 11.01 | 8.12 | 3.67 | 6.53 | 3.83 | 33.15 |
| Average | 10.72 | 7.90 | 3.71 | 6.44 | 3.72 | 32.49 |
| Midwest/North Central Regional LTL Carriers | ||||||
| USF Holland | 11.71 | 8.51 | 3.66 | 6.96 | 4.43 | 35.28 |
| Con-Way Central Express | 11.24 | 7.72 | 3.74 | 6.73 | 4.37 | 33.80 |
| Average | 11.07 | 8.04 | 3.56 | 6.70 | 4.29 | 33.65 |
| Northeast/Mid-Atlantic Regional LTL Carriers | ||||||
| Pitt Ohio Express | 11.90 | 9.06 | 3.89 | 6.81 | 4.08 | 35.74 |
| Ward Trucking | 11.11 | 8.46 | 3.85 | 6.34 | 4.24 | 34.00 |
| Con-Way Central Express | 11.00 | 8.04 | 3.98 | 6.27 | 3.97 | 33.26 |
| A. Duie Pyle | 11.16 | 7.84 | 3.60 | 6.24 | 4.02 | 32.86 |
| New Penn Motor Express | 10.90 | 7.83 | 3.84 | 6.38 | 3.92 | 32.86 |
| Average | 10.69 | 7.97 | 3.70 | 6.11 | 3.87 | 32.34 |
| 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. |
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