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Canadian LTL Study 6th Edition – 2017

Mastio & Company is pleased to present the findings of our 6th Edition Canadian LTL Customer Value & Loyalty Study.  This study identifies and quantifies the perceptions and needs of less-than-truckload customers.  The 2017 study findings are based on interviews with 991 customers providing approximately 2,400 total observations.  There were approximately 330 companies rated of which 44 had a sufficient number of ratings to be included in this 2017 report.  The electronic edition allows the inclusion of all rated companies for additional analysis. 
The 2017 study also includes approximately 3,700 qualitative responses to several open-ended questions about individual companies.  The data was collected by telephone interviews with key decision makers beginning in March and ending in May of 2017.
Subscribers to MASTIO’s Canadian LTL Carrier’s Benchmarking Study learn customer perceptions of Carrier Performance, Value, and Loyalty by a multitude of data segmentations (i.e. geographic, number of shipments, vertical, etc.) that will specifically answer questions such as,
1. How do shippers make their purchase decisions? What factors are the most important drivers of shippers’ perceptions of overall value and loyalty? What key buying factors (attributes) do shippers consider to be the most important when selecting between carriers both from a stated and derived basis? The key buying factors will be classified as a Baseline Requirement, Conscious Differentiator, Latent Differentiator or Low Impact Factor to make it easier to understand what is really most important to shippers.
2. What are the factors that lead to defection? What are the factors that result in retention - greater share of the wallet? This is a further refinement of the customer needs mentioned above where the key buying factors will be prioritized regarding defection. Thus, subsequent monitoring systems can be established after the proposed study to track and respond in real time to mitigate defection. Note: most defection is partial.
3. How do shippers perceive your overall value and loyalty relative to key competitors? How competitive is your position in the marketplace? Where do you and your competitors fall on a value map - inferior, economy, superior, or premium position? Who should be losing or gaining market share? What are the biggest drivers of you and your competitors’ position? What is required to change your position?
4. Additionally, how do shippers perceive your performance on the key buying factors? What do shippers perceive as strengths and weaknesses relative to key competitors? Which factors should you target for improvement? Which factors will have the greatest impact on your ability to win and retain more business? What factors should be emphasized in marketing communications that will resonate with shippers?
5. How large a role does price play in the purchasing decision? What performance factors will allow a premium?
6. Which carriers are the most vulnerable and which are strongest in their ability to gain and retain customers? How do shippers perceive the performance of competitors on the key buying factors? How do you use this knowledge to have a direct impact on your growth and profits?

Carriers included in the 2017 Canadian LTL Study



APPS Transport

Armour Transportation

B&R - Eckel's Transport

Bandstra Transportation



Canadian Freightways

Clarke Transport

Comox Pacific Express

Consolidated Fastfrate

DanFoss Couriers

Day & Ross


FedEx Freight

Gardewine North

Grimshaw Trucking

Guilbalt Group

Hercules Freight

Hi-Way 9 Express

Jay's Transport

Kindersley Transport

Kingsway Transport

Manitoulin Transport

Maritime-Ontario Freight Lines

Midland Transport

Minimax Express


National Fast Freight

Old Dominion

Overland West Freight Lines

Polaris Transport Carriers

FedEx Freight

Purolator Freight

Quik X Transportation

Robert Transport

Rosedale Transport Ltd.

Rosenau Transport

TST Overland Express

UPS Freight

Van-Kam Freightways

Vitran Express

XPO Logistics


Mastio & Company Mission

Mastio & Company's goal is to work interactively with our clients in providing actionable, quantitative information that helps forward-looking companies maximize business performance.

Mastio & Company would welcome the opportunity to discuss how we collect customer experience metrics and utilize data in order to help you win more business.


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