For many freight forwarders, getting through 2002 was something like living in the eye of a hurricane. Throughout last year, forwarders had to contend with increased security requirements, port shutdowns, and capacity cutbacks. Certainly, things could have been easier for freight forwarders, but judging from our readers' responses, they not only weathered the storm quite well, but they also managed to post their best average customer-satisfaction score in the past five years.

The record-setting score of 32.64 came thanks to increases in three out of five categories. On-time performance, information technology, and customer service all rose, with only value and equipment and operations lagging—and just slightly at that. (Value fell by 0.18 points, and equipment and operations declined by just 0.06 points compared to last year's numbers.)

When all the individual scores were packed and loaded, a total of nine forwarders were honored by readers, with five—Lynden Air Freight, Nippon Express USA, UPS SonicAir, Expeditors International, and Pilot Air Freight—making it in the top tier for the second consecutive year.

Lynden, last year's high scorer, again led the pack with a total of 35.72, revving up from last year's 33.16. Also putting the pedal to the metal was Nippon Express, logging 35.54 to smash its previous score of 31.63. UPS SonicAir returned with 34.99, more than two points above 2002's 32.81. Other winners were Expeditors International, AIT Worldwide Logistics, Associated Global Systems, PBB Global Logistics, GeoLogistics, and Pilot Air Freight.

Readers clearly value the service their forwarders provide and that translates to a strong show of loyalty. Sixty-eight percent of respondents said they believe their freight forwarders provide value-added service, and 75 percent said they have not switched forwarders in the past year. And it's safe to assume that it's the quality of service, not the security rules, that keeps them there. When asked if the need to comply with federal "known shipper" regulations would keep them from changing forwarders, a full 90 percent answered no.