Turnover is low at Old Dominion because it offers competitive pay, growth opportunities and new, quality equipment and work environments, Ross said. “Part of this is done through the company’s ‘command center’ at corporate headquarters in (North Carolina), where it can see all at once everything going on in its network and at each terminal.” The company also uses “real-time data to best plan its network routes and staffing rather than relying on historical patterns.” Old Dominion captures more data than its competitors and makes it readable “in a way that helps improve operational efficiency and customer service,” Ross said. “The company runs all dock and PUD operations without any bills of lading or delivery receipts - similar to how FedEx or UPS have been running their package operations for years.” “Old Dominion is completely paperless,” Ross said. In another industry update, Ross listed technology, data, people, service and pricing as to why Old Dominion has been more profitable than other LTL carriers. That’s the right approach at current margin levels.” But we believe the company would prefer to grow faster at reasonable prices than stall growth by maxing out on price opportunity. Old Dominion looks to raise prices, according to Ross. If the company can improve service, it should be able to also improving pricing.” “On the flip side, Roadrunner ranked last in most categories, but No. 1 spot, it was usually either to FedEx Freight or XPO Freight,” Ross said. Of the eight publicly-traded companies in the survey, Thomasville, N.C.-based Old Dominion was first in 26 of 35 areas and first in 11 of 14 “areas of key differentiation. YRC costs or perceived cost has increased as service declined, which is not good.”ĪBF Freight is a the largest subsidiary of Fort Smith-based ArcBest Corp. “Estes and Saia have been moving the right way on service. Over the past five years, trends in the value map, which measure price and service, show “ABF’s really fallen, UPS Freight has been all over the map, while (Old Dominion) has stayed pretty darn consistent,” Ross said. Issues included unfriendly customer service representatives, lengthy claims process, difficulty reaching customer service, not notified when a problem arises, on-time pickup or delivery, damaged goods, differing invoice and quote, and lack of shipment tracking. Shippers were switching carriers because of issues with communication and execution, Ross said. “Interesting was what actually mattered where it didn’t rank as high in stated level of importance.” “Not all shipper responses actually mattered when Mastio analyzed what they said was important and where ratings fell out, though,” Ross wrote in an industry update. While both were essential, being on time for a pickup was more important than delivering the goods on time. In the survey, shippers said cargo claims or the lack of damage and claims were more important than the rate of being on time. More than 2,000 shippers responded to the survey, ranking publicly-traded and private LTL carriers. Kevin Huntsman of research company Mastio recently discussed its 12th annual survey on customer value and loyalty in a conference call hosted by transportation analyst David Ross of Stifel. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.Īs a matter of policy, BBB does not endorse any product, service or business.The takeaway from an annual shipper survey about less-than-truckload carriers is Old Dominion Freight Line leads the industry in quality. BBB Business Profiles are subject to change at any time. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.īBB Business Profiles generally cover a three-year reporting period. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. BBB Business Profiles may not be reproduced for sales or promotional purposes.īBB Business Profiles are provided solely to assist you in exercising your own best judgment.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |