Richmond, VA— Estes achieved its highest-ever Net Promoter Score (NPS) on its Summer 2024 LTL Customer Satisfaction Survey. On a scale of -100 to 100, Estes scored a 59, which is a 10-point increase from its survey score earlier this year. And 73% of customers rated Estes a 9 or 10 out of 10 overall.
Estes conducts these surveys to better understand its customers' experiences with its freight services.
According to the survey, Estes exceeded its already strong record of exceptional service, receiving its highest scores to date in the following categories:
- On-time pickups
- On-time deliveries
- Shipment condition
Estes added Communication as a new category to the survey, which also showed high satisfaction.
"We are thrilled with the survey’s results, especially all the positive feedback on our on-time pickups and deliveries, shipment condition, and communication. Having our highest score to date is a testimony to our employees’ ongoing dedication to go above and beyond to deliver even more exceptional service every day," said Carrie Johnstone, vice president of customer experience and innovation. "Thank you to our customers that participated in our survey. Your valuable feedback helps us further enhance our services to deliver an even better experience in the future.”
About Estes
Estes is North America’s largest privately owned freight carrier. As an asset-based transportation provider with a global footprint, Estes combines nearly a century of regional freight shipping expertise with the resources, reach, and reliability of a national carrier. Backed by its 280+ North American terminals, nearly 7,000 next-day lanes, and fleet of more than 10,000 tractors, Estes is committed to getting America's freight where it needs to go, when it needs to get there. And with its continued investment in leading-edge technology, as well as the support of its more than 23,000 employees, Estes always goes the extra mile to deliver exceptional experiences that keep its customers coming back. The carrier’s comprehensive freight shipping solutions include Less Than Truckload (LTL), Volume LTL and Truckload, Time Critical Guaranteed, Custom Shipping and Logistics, and Final Mile. From short-haul to global freight forwarding—Estes does it all.
