Logistics Today: What’s your experience with Freight Forwarders survey?
February 22, 2007 by SwizStick
Filed under 3PL, Supply Chain Management
Official link here. You can access the survey directly by clicking here.
I just completed it myself, rating proactive client notification, personal service, and reliability as the most important selection criteria when choosing a freight forwarder. I indicated that brand recognition and global scope were not quite as important. In terms of strengths and weaknesses, I basically indicated that freight forwarders in general had acceptable service on a number of issues but were weak when it came to personal service. I consider communication to be the most important aspect of customer service.
They also ask you to rank the top 3 forwarders in terms of perceived quality of service. The list was way too short, I honestly couldn’t think of any of them that I thought had exceptional service, so I just picked the ones I knew better and put them in some sort of order. They need to expand that list in a huge way. It also would have been interesting to see how many 3PL/Forwarders customers are using and also figure out a way to gauge what size of 3PL/Forwarders customers are using.
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