How do you track customer satisfaction for freight delivery companies?

Question

Working on a project for a mid-size logistics firm and not sure what metrics actually matter to shippers. Any quick wins you've seen work well?

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Marcus Johnson · Answer

For freight, the three metrics that actually move the needle are on-time delivery rate, damage/claims rate, and a simple post-delivery NPS or CSAT survey sent within 24 hours of delivery. Quick win: set up automated SMS surveys via Medallia or even a basic Typeform — response rates are way higher than email in logistics. Shippers care most about reliability and communication when things go wrong, so make sure you're capturing both.

How do you track customer satisfaction for freight delivery companies?

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