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The Mastio Global Freight Forwarding
(Air & Ocean) Customer Value Study -
8th Edition 2022

When you purchase the study, like FedEx, Expeditors, UPS SCS, and many more, you receive actionable insights from in-depth telephone interviews (20-30 minutes) with executives who decide or influence which Freight Forwarder to ship their cargo. The knowledge will have a direct impact on your growth and profits.

THE QUESTIONS ASKED to each respondent were market, demographic, importance, awareness, performance rating, and open-ended questions (VOC). Over 500 Freight Forwarders were rated, with 23 having sufficient ratings (extensive feedback) to be included in Mastio’s 2022 report for analysis. The twenty-three companies are: Bollore Logistics, C.H. Robinson, CEVA Logistics, CMA CGM, Concordia International, DB Schenker Logistics, DHL Global Forwarding, DSV, Expeditors, FedEx Trade Networks, Flexport, Geodis, Hapag Lloyd, Hellmann, JAS, Kuehne & Nagel, Maersk Logistics, Mainfreight Limited, MSC, Nippon Express, NYK Line, Pilot, and UPS SCS. Click here to see a full listing of all 500 companies rated.

When you subscribe, you will learn the competitive market position of the twenty-three companies listed above, whether it is an inferior, economy, superior, or premium, and what is required to change that position. Additionally, what are the strengths and weaknesses of the companies listed above on 34 of the key, most important buying factors shippers use when choosing a Freight Forwarder? You can compare each Freight Forwarders Customer Value Score (CVA) and Loyalty Score (NPS) and understand who will be rewarded with higher sales, profits, and shareholder value. You can also see which Freight Forwarders are most vulnerable to losing market share and who will be less profitable.


The study also allows you to perform head-to-head comparisons that show where any company listed above is doing better or worse on the buying factors against any other company, even a competitor. It reveals which key attributes should be targeted for improvement and exploitation to prevent customer defection, accelerate growth, and increase margin. This knowledge is especially helpful in ensuring marketing communications resonate with customers.

The study includes a customer needs analysis that identifies the most critical drivers of customers’ perceptions and what is most important when selecting between Freight Forwarders. Every buying factor is classified as a Baseline Requirement, Conscious Differentiator, Latent Differentiator, or Low Impact, making it easier to understand what is most important to customers and how to leverage that knowledge for more profitable growth. The study even tells what factors will lead to customer defection.

Purchasing this study also allows you to learn how much price plays in customers’ purchasing decisions and what buying factors will allow a Freight Forwarder to charge a premium.

Extensive Experience and Stellar Reputation

Mastio has been providing actionable insights and unbiased data for nearly 35 years, including international with over 900 projects and 300+ clients in various commodity-driven industries, such as energy, utilities, transportation, logistics, plastics, chemicals, manufacturing, and service industries. Mastio works with many Fortune 100 and 500 companies. Warren Buffet, Berkshire Hathaway, has mentioned Mastio in annual reports. Old Dominion Freight Lines, an LTL trucking company and long-time Mastio subscriber, has experienced significant growth of over 1,500% in shareholder value while working with us. Here is one of their commercials that references Mastio. An Old Dominion commercial that references Mastio.

Improving Business Performance with Research

Mastio bridges the gaps between data collection, interpretation, actions to take, and a successful implementation strategy. Mastio interviews customers within a client’s industry by conducting an in-depth assessment. Next, Mastio analyzes and interprets the data and provides the client with a report that helps them reconsider established norms, eliminate internal biases, maximize market understanding, solve problems, identify opportunities, and optimize performance. Mastio’s most popular studies are Customer Experience CVA/NPS Research (Competitor Benchmarking vs. Competitors and Defection Intervention Studies). These studies allow clients to align their organization to their target customers better than their competition, resulting in faster growth and increasing profits. Mastio’s other core competency is Assessment/Evaluation Research, such as Brand Evaluation & Alignment and Opportunity/Segment Assessments.

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