Will Your Logistics Provider Respect You in the Morning?
Based on the Customer Respect Index, a comparison index measuring Web site usability, online communication capabilities and security of transactional data, the following companies were determined to be the most customer-friendly among logistics and transportation providers:
- U.S. Postal Service
- Yellow
- UPS
- Canada Post
- ABF Freight System
(tie) U-Haul
According to Terry Golesworthy, president of The Customer Respect Group, which conducted the study, "The [transportation] industry has seen tremendous consolidation and, with Web sites merging, that has hurt overall site usability." Compared to previous studies, Web site usability was the area of biggest decrease in overall rankings. This indicates a relative rather than an absolute decline in the usability of sites -- other industries are setting the bar higher than before, while the transportation industry continues to work its way through a series of landscape-altering mergers and acquisitions, which has resulted in some inconsistency in Web site designs.
Golesworthy also points to an improvement in online responsiveness for the transportation carriers. "The industry clearly has seen the value and benefit from more effective online communications."
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About the Author
Dave Blanchard
Senior Director of Content
Focus: Supply Chain
Call: (941) 208-4370
Follow on Twitter @SupplyChainDave
During his career Dave Blanchard has led the editorial management of many of Endeavor Business Media's best-known brands, including IndustryWeek, EHS Today, Material Handling & Logistics, Logistics Today, Supply Chain Technology News, and Business Finance. He also serves as senior content director of the annual Safety Leadership Conference. With over 30 years of B2B media experience, Dave literally wrote the book on supply chain management, Supply Chain Management Best Practices (John Wiley & Sons, 2010), which has been translated into several languages and is currently in its second edition. He is a frequent speaker and moderator at major trade shows and conferences, and has won numerous awards for writing and editing. He is a voting member of the jury of the Logistics Hall of Fame, and is a graduate of Northern Illinois University.