Here are some comments from customers that we have worked with over the last 30+ years.
“Old Dominion Freight Line has participated in the Mastio Study since its inception. It is important to OD to continually gauge customer feedback and loyalty. Kevin Huntsman and his team have always been available when needed and they have provided fair and honest feedback from the annual studies. We have always found value in the Mastio study and over the years, it has proven to be a useful tool to juxtapose alongside other measurement tools and studies that we deploy.”
Old Dominion Freight Line
“We engaged Mastio in an effort to better understand our customer satisfaction and loyalty at a segment level. The existing data we received from other industry providers was way too general and we needed much greater granularity for the data to be actionable. We were familiar with Mastio because of their industry wide customer surveys in the Midstream Gas sector, and always found those studies to be informative and incredibly helpful. In our specific utility engagement with Mastio, they helped us to develop a NPS metric by customer segment that proved incredibly helpful and is still in use today. The study provided incredible value in helping us to better understand customer sentiment and determine how best to prioritize customer experience improvement efforts. I would highly recommend Mastio for this sort of NPS or customer sentiment study, as well as for the acquisition of voice of customer (VOC) data to support customer experience improvement efforts.”
OG&E Energy Corp.
“ArcBest has a history of listening to our customers and continually working to improve their experience with us. The Mastio study gives us trusted third-party research with excellent comparative insights from shippers on the LTL industry at large. Our team appreciates the long partnership with Mastio and always anticipates consuming each edition.”
Chief Customer Officer
“The Berkshire Hathaway Energy Pipeline Group (BHEPG) has participated in the Mastio Natural Gas Transportation Study for 18 years. The study is the foundational source of information utilized in the development of our customer service improvement plans each year. The Mastio Study allows us to track historical performance and correlate the effectiveness of improvement initiatives implemented over time. The structure and detail of the study provides a clear view of the effectiveness of our work and areas to focus great attention."
Vice President Business Development & Customer Service
Kern River Gas Transmission - A Berkshire Hathaway Energy Company