To keep our customers' promises, we need to know what our customer needs are. That's what the Mastio survey does for us. It allows us to listen to what is important to our customers, incorporate that in our strategic planning year after year, and build lasting partnerships.
Choosing the right LTL carrier for your business is an important decision because that may mean the difference between your freight getting to your customer on time and damage-free. That can have a direct impact on your reputation as a company. And when selecting a carrier, there are various factors to consider. These include how easy the carrier is to work with, their ability to be flexible to meet your needs, and of course, on-time performance. Unfortunately, it’s not as simple as looking up how many stars or recommendations a restaurant may have, however, there is a credible industry-wide source that bases their evaluation on ratings from shippers like you.
Mastio & Company Annual LTL Survey
Mastio & Company, a leading research-consulting firm, for the past 20 years has published an annual LTL Carrier Customer Value and Loyalty Study that identifies and quantifies the perceptions and needs of shippers who utilize LTL carriers in the U.S. This is somewhat similar to the J.D. Power Quality Award that is used in many consumer categories.
Mastio & Company conducts independent customer experience research gathering feedback from over 1,500 freight shippers across the U.S., delivering industry-leading data and analytics that can help inform your choice of carrier.
A key part of the annual LTL Carrier Survey measures carriers against 28 key attributes.
Respondents provide input about customer satisfaction related to carriers’:
- Timeliness
- Responsiveness
- Courtesy
- Professionalism
- Pricing
- Value
Maximizing the Data for Your Business Needs
Once Mastio & Company collects the data, they analyze it based on the ranking of the level of importance to shippers. Based on that data analysis, carriers are evaluated based on these 28 attributes. Mastio & Company then provides a value map showing how shippers view carriers based on the value they provide.
“This data provides an overall view of how carriers perform across the U.S.,” said Kevin Huntsman, president of Mastio & Company. “But as you dig into the data, if you're looking for a specific carrier or in a specific location, we can peel back this information to better understand which carriers excel and have attributes that are most important to that particular shipper. Not every shipper has the same criteria that they use based on their business, but they have the ability to really parse out segments of the data that are important to them.”
Carriers Also Use This Data
Being recognized by shippers as the #1 National LTL Carrier for Quality in the Mastio & Company survey isn’t just a moment of celebration for Old Dominion. OD uses the the Mastio & Company results to identify areas and opportunities for continuous improvement.
“We use the Mastio LTL survey results to invest in the things that matter most to our customers,” said Marty Freeman, president and CEO of Old Dominion Freight Line. “For example, based on last year’s results, we focused on improving our website. We know that our customers are increasingly looking to get estimates, schedule pickups, and check their shipment statuses online. So, we have invested heavily in improving our API and online transaction systems to improve our overall digital customer experience.”
The Mastio LTL survey is a chance for carriers to hear directly from customers about their needs.
“To keep our customers' promises, we need to know what our customer needs are,” added Freeman. “That's what the Mastio survey does for us. It allows us to listen to what is important to our customers, incorporate that in our strategic planning year after year, and build lasting partnerships.”
For a record-breaking 15th consecutive year, OD was named the No. 1 National LTL Carrier for Quality and Customer Loyalty by the Mastio & Company survey. OD achieved top rankings in 23 of 28 key attributes, including performance metrics such as:
- Shipments delivered with no shortages
- Shipments delivered with no damages
- Shipments picked up when promised
- Carrier is trustworthy
- Billing accuracy
- Shipments delivered when promised
- Freight tracking/tracing capabilities
- Customer service personnel respond to my needs in a timely manner
- Problem resolution
- Carrier responsiveness
- Ease of doing business with the carrier
- Rate stability (rate base or the list price)
- Carrier's ability to meet appointment time for deliveries
- Carrier's ability to meet appointment time for pick-up
- Consistent transit times (on time %)
- Ease of scheduling a pickup
- Drivers are courteous and professional
- Proactive communications (e.g. notification of problems)
- Knowledgeable and helpful sales representatives
- Weighing accuracy
- Willing to be flexible with operations
- Competitive transit times
- Trucks' appearance
A lot of hard work goes into this achievement, and that’s why these Mastio LTL survey results are truly valuable to the OD team.
“We take these survey results very seriously here at OD and listen closely to our customers,” said Freeman. “The categories that Mastio measures - trustworthiness, problem resolution, and courteous drivers - we teach those daily. I'm incredibly proud of every single member of our OD Family for this accomplishment. This win recognizes their hard work, serves as a morale boost, and reiterates the value of the culture we're building here.”