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Mastio Study Reveals Performance Gaps Beyond LTL Pricing

The Mastio & Company LTL Carrier Customer Value & Loyalty Study helps shippers evaluate carrier performance far beyond initial rate quotes. Now in its 30th year, the research interviews over 1,600 shipping decision-makers annually and evaluates national LTL carriers across 28 performance attributes. The 2026 edition reveals that operational metrics—on-time pickup and delivery, transit consistency, damage prevention—represent only part of the equation. Service quality, billing accuracy, weighing precision, and accessorial pricing transparency significantly impact shipper satisfaction and long-term carrier relationships. The study differs from self-reported scorecards by collecting thousands of data points through detailed interviews and open-ended feedback. Mastio's methodology demonstrates that no single carrier excels uniformly across all categories, underscoring the importance of evaluating specific performance dimensions relevant to individual shipper needs rather than relying on marketing claims.