Mastio’s Air & Ocean Global Freight Forwarding Customer Value Study (2022) gives your business much-needed insight into shippers’ perceptions and needs. Using CVA and NPS, we reveal performance versus competitors and identify target areas to prevent customer defection, accelerate growth, and increase margin.
| Bollore Logistics | C.H. Robinson | CEVA Logistics | CMA CGM |
| Concordia International | DB Schenker Logistics | DHL Global Forwarding | DSV |
| Expeditors | FedEx Trade Networks | Flexport | Geodis |
| Hapag Lloyd | Hellmann | JAS | Kuehne & Nagel |
| Maersk Logistics | Mainfreight Limited | MSC | Nippon Express |
| NYK Line | Pilot | UPS SCS | Yusen |
| Bollore Logistics | C.H. Robinson |
| Concordia International | DB Schenker Logistics |
| Expeditors | FedEx Trade Networks |
| Hapag Lloyd | Hellmann |
| Maersk Logistics | Mainfreight Limited |
| NYK Line | Pilot |
| CEVA Logistics | CMA CGM |
| DHL Global Forwarding | DSV |
| Flexport | Geodis |
| JAS | Kuehne & Nagel |
| MSC | Nippon Express |
| UPS SCS | Yusen |
*View the full list of 500 companies rated as part of the study
Findings from Mastio’s 8th edition of the Global Freight Forwarding study are based on interviews with 939 customers – providing 3,000+ observations that will help your business ensure peak business performance versus competitors.
Conducted with key decision-makers between March and July 2022, Mastio analysis gives deep insight into air and ocean freight forwarders and delivers approximately 2,700 qualitative responses to five open-ended questions about individual companies:
What do you feel is the most significant challenge when using air and ocean freight forwarders and why?
Excluding price, describe the biggest disappointment you’ve experienced with each of your service providers in the last 12 months?
Are there any freight forwarders you tend to avoid using?
Consider all the elements of your relationship with your current freight forwarder – what’s the most dissatisfying action they can do?
Do you use a customs broker to clear your freight? Who do you use and why?
View Sample Exhibits From Our 2018 Study
To understand more about the study – and the types of analyses that can be performed on collected data – take a look at our previous edition of the Global Freight Forwarding study. This demonstrates sample exhibits including the customer value map, competitive profile, head-to-head comparisons, importance of factors to customers, and a stated versus derived decision matrix.
Customer Value Analysis (CVA) is a proven methodology for determining how to compete more effectively in your market versus competitors. It provides clarity as to why customers choose one supplier as opposed to another in your space.
It states that customers base their purchase decision on which supplier provides the best-perceived value. So, understanding the selection factors customers use and how suppliers perform on these factors allows you to accelerate profitable growth.
CVA results through Mastio research highlight all the critical price and non-price factors that impact customers’ purchase decisions - including a breakdown of their importance and your performance with each one versus your competitors.
Net Promoter Score (NPS), like CVA, strongly correlates with a company’s financial performance. Empirical data shows that the Net Promoter leader has twice the growth rate versus competition in most industries.
NPS is a powerful predictor of customer loyalty and business growth, allowing you to dial in on the factors that matter most to customers. It can distinguish ’a dollar of good profit’ from a ‘dollar of bad profit.’
A Mastio study offers an NPS for you and each significant competitor within your market. If you score well, you can expect to outperform similar companies - as customers classed as ‘promoters’ buy more and stay longer.
Here’s What You Get With a Mastio Study…
If you’re interested, please reach out to our team. Specific data cuts from the study are available – and we’d be happy to arrange a solution to fit your needs.
For over 35 years, Mastio has been at the forefront of customer experience research, delivering unbiased data and actionable insights.
Our stellar reputation covers over 300 companies and 900 projects - collaborating with Fortune 100 and 500 companies in various industries.
We have easy-to-use proprietary tools to segment and analyze large amounts of data that supports exploration and analysis of study results by relevant demographics.
To us, you’re not just a number on a spreadsheet. We pride ourselves on service - and our team works with you directly throughout our engagement.
Mastio helps you better align with your target audience and take great strides to outperform your competitors. If you’re ready to win and retain more business by understanding your customer and competitors – we’d love to hear from you.
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