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David Hannon, News and Transportation Editor -- Purchasing, 1/15/2004 2:00:00 AM
According to a recent survey, 45% of shippers are "very satisfied" with their air freight providers while 38% are "somewhat satisfied." The survey, compiled by the International Logistics Quality Institute, also found that nearly half of respondents report on time delivery levels of 98% or higher, with only 10% receiving service levels below 90% on-time. Benchmarking was also a popular topic on the survey, which found 77% of respondents indicating that having benchmarks of provider quality would benefit them.
"While shipper satisfaction is relatively high, it's a razor's edge proposition," said Scott Elliff, co-founder of the institute. "Because air freight is such a critical cog in the machine of today's global economy, the need for providers to continuously meet the expectations of intercontinental air shippers is paramount, especially given the tight tolerance times shippers have for on-time delivery. We expect that the level of attention devoted to provider performance measurement and management will continue to increase over the next several years."
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