Measuring Improvements in the Movement of Highway and Intermodal Freight
Customer satisfaction is an easy concept to grasp. However, it is a somewhat “fuzzy” term that could be interpreted differently by different audiences.
Customer satisfaction is a very appropriate measure of the performance of highway and intermodal freight. This indicator could be defined in many ways, however. It would, perhaps, be most useful if it were to be based on a survey designed to identify how shippers, receivers, and carriers view the performance of highway-freight movement (e.g., on-time performance) and the performance of the highway system in supporting freight movement. Views of carriers should be useful on the latter point.
Data collection would involve issues associated with proprietary information from businesses and the expense of designing a survey and implementing it. Firms would need to be convinced that their anonymity would be protected. Design of the survey would be a major undertaking and one requiring, and meriting, substantial resources.