Selecting an LTL Carrier Through Data-Informed Decisions
The data gathered in the annual Mastio survey provides us with invaluable feedback. For OD, we get a direct look into customer insights that shape how we approach our day-to-day strategy. And for shippers, they get a candid view into what their peers are saying about LTL carriers.
We know shippers like you care immensely about on-time, damage-free deliveries and the cost of the LTL shipping service you’re using. Choosing a carrier that acts as an extension of your brand is an important decision that can impact both the ease of your day as a business owner, as well as your company's overall reputation.
Leveraging trusted, third-party data sources such as the annual Mastio survey gives shippers a direct look into data across the industry. At OD, we view these results as the primary way to listen to our customers’ needs and build lasting relationships.
Key Takeaways:
- Mastio data offers accessible insights into the LTL industry, no matter the size of your business
- Mastio survey shares top attributes important for both shippers and carriers
- OD uses direct customer feedback to inform strategic planning
How Can Shippers Evaluate LTL Carriers Using Data?
For shippers with less access to large-scale data, the annual Mastio results offer a unique and highly accessible perspective from others across the industry. Shippers like you can carefully comb through the various attributes and data points to select information that is most relevant to your business needs.
A key part of the annual Mastio LTL Carrier Survey measures carriers against 28 key attributes.
Respondents provide input about customer satisfaction related to how carriers perform across these top categories:
- Timeliness
- Responsiveness
- Courtesy
- Professionalism
- Pricing
- Value
How Mastio Survey Data Informs Your Customer Experience with OD
For the 17th consecutive year in a row, we're honored to be recognized as the #1 National LTL Carrier for Quality*. Each year, we take into account what our customers value and how we can deliver on our promises to them.
This year, we’re honored to be evaluated as #1 in 24 of 28 attributes, while also earning #1 for an additional attribute — proof that there is always opportunity for growth.
The information from the annual Mastio survey allows us to identify areas of improvement across our business. As we’re able to hear directly from our customers, these annual results play a crucial part in how we adapt our overall strategy for the year to come.
What is the Mastio & Co. Annual LTL Survey?
For the past 21 years, Mastio & Company, a leading research-consulting firm, 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 1,600 freight shippers across the U.S., delivering industry-leading data and analytics that can help inform your carrier selection.
Listen to Marty Freeman and Kevin Huntsman, president of Mastio & Company, discuss insights on how Mastio & Company conducts the survey and what it means for the industry.
*The Mastio Quality Award is a trademark of Mastio & Company.