Canadian LTL Study 6th Edition – 2017
Mastio & Company is pleased to present the findings of our 6th Edition Canadian LTL Customer Value & Loyalty Study. This study identifies and quantifies the perceptions and needs of less-than-truckload customers. The 2017 study findings are based on interviews with 991 customers providing approximately 2,400 total observations. There were approximately 330 companies rated of which 44 had a sufficient number of ratings to be included in this 2017 report. The electronic edition allows the inclusion of all rated companies for additional analysis.
The 2017 study also includes approximately 3,700 qualitative responses to several open-ended questions about individual companies. The data was collected by telephone interviews with key decision makers beginning in March and ending in May of 2017.
Subscribers to MASTIO’s Canadian LTL Carrier’s Benchmarking Study learn customer perceptions of Carrier Performance, Value, and Loyalty by a multitude of data segmentations (i.e. geographic, number of shipments, vertical, etc.) that will specifically answer questions such as,
1. How do shippers make their purchase decisions? What factors are the most important drivers of shippers’ perceptions of overall value and loyalty? What key buying factors (attributes) do shippers consider to be the most important when selecting between carriers both from a stated and derived basis? The key buying factors will be classified as a Baseline Requirement, Conscious Differentiator, Latent Differentiator or Low Impact Factor to make it easier to understand what is really most important to shippers.
2. What are the factors that lead to defection? What are the factors that result in retention - greater share of the wallet? This is a further refinement of the customer needs mentioned above where the key buying factors will be prioritized regarding defection. Thus, subsequent monitoring systems can be established after the proposed study to track and respond in real time to mitigate defection. Note: most defection is partial.
3. How do shippers perceive your overall value and loyalty relative to key competitors? How competitive is your position in the marketplace? Where do you and your competitors fall on a value map - inferior, economy, superior, or premium position? Who should be losing or gaining market share? What are the biggest drivers of you and your competitors’ position? What is required to change your position?
4. Additionally, how do shippers perceive your performance on the key buying factors? What do shippers perceive as strengths and weaknesses relative to key competitors? Which factors should you target for improvement? Which factors will have the greatest impact on your ability to win and retain more business? What factors should be emphasized in marketing communications that will resonate with shippers?
5. How large a role does price play in the purchasing decision? What performance factors will allow a premium?
6. Which carriers are the most vulnerable and which are strongest in their ability to gain and retain customers? How do shippers perceive the performance of competitors on the key buying factors? How do you use this knowledge to have a direct impact on your growth and profits?
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Carriers included in the 2017 Canadian LTL Study
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ABF
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Apex
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APPS Transport
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Armour Transportation
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B&R - Eckel's Transport
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Bandstra Transportation
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Bourassa
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Bourret
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Canadian Freightways
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Clarke Transport
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Comox Pacific Express
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Consolidated Fastfrate
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DanFoss Couriers
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Day & Ross
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Dicom
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FedEx Freight
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Gardewine North
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Grimshaw Trucking
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Guilbalt Group
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Hercules Freight
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Hi-Way 9 Express
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Jay's Transport
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Kindersley Transport
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Kingsway Transport
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Manitoulin Transport
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Maritime-Ontario Freight Lines
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Midland Transport
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Minimax Express
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Morneau
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National Fast Freight
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Old Dominion
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Overland West Freight Lines
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Polaris Transport Carriers
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FedEx Freight
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Purolator Freight
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Quik X Transportation
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Robert Transport
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Rosedale Transport Ltd.
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Rosenau Transport
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TST Overland Express
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UPS Freight
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Van-Kam Freightways
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Vitran Express
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XPO Logistics
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YRC
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