GITNUXREPORT 2025

Customer Experience In The Freight Industry Statistics

Freight industry prioritizes digital, transparent, personalized customer experience enhances loyalty.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

45% of freight customers abandon a shipment due to poor communication

Statistic 2

78% of customers expect real-time tracking information during transportation

Statistic 3

60% of freight customers would switch providers for better transparency and updates

Statistic 4

61% of freight customers want personalized communication based on their shipping history

Statistic 5

55% of freight customers consider ease of communication as critical when choosing a provider

Statistic 6

74% of freight customers say consistent communication increases their trust in providers

Statistic 7

83% of freight shippers want data transparency at every step of shipment

Statistic 8

70% of customers say they are more loyal to brands that proactively communicate issues

Statistic 9

67% of freight shippers prefer providers with integrated communication channels

Statistic 10

92% of freight customers expect omnichannel communication

Statistic 11

58% of customers have experienced delays due to poor communication

Statistic 12

75% of shippers consider timely updates as crucial for a positive customer experience

Statistic 13

58% of freight customers value transparency over cost when selecting a provider

Statistic 14

77% of freight clients expect transparency in pricing and billing

Statistic 15

82% of freight customers say they are willing to pay more for a better customer experience

Statistic 16

70% of shippers consider customer experience as a key differentiator in choosing a freight provider

Statistic 17

65% of freight companies that proactively communicate with customers see a 20% increase in customer retention

Statistic 18

55% of freight shippers say that technology-driven customer experience improvements increase their loyalty

Statistic 19

52% of freight companies have adopted customer experience metrics to gauge satisfaction

Statistic 20

75% of shippers would pay a premium for freight providers with excellent digital customer service

Statistic 21

40% of freight carriers experienced a 15% reduction in customer complaints after implementing customer feedback systems

Statistic 22

80% of shippers are more likely to work with freight companies that offer integrated customer portals

Statistic 23

48% of freight firms report increased customer satisfaction after deploying AI-driven customer support

Statistic 24

66% of customers desire faster resolution times for freight issues

Statistic 25

53% of freight companies use customer satisfaction surveys to improve their services

Statistic 26

72% of shippers say they have a positive experience when freight providers use data analytics to optimize service

Statistic 27

59% of freight companies report a 10% increase in sales after integrating customer experience improvements

Statistic 28

44% of shippers are dissatisfied with their current freight providers' customer service

Statistic 29

62% of customers feel that leveraging automation reduces their shipment concerns

Statistic 30

41% of freight firms track customer feedback as a key performance indicator

Statistic 31

64% of freight companies have seen a notable increase in repeat business after improving digital customer interactions

Statistic 32

85% of customers report that personalized service influences their choice of freight provider

Statistic 33

46% of freight providers report increased operational efficiency after implementing customer experience initiatives

Statistic 34

55% of freight customers believe that quick response times are essential to a positive experience

Statistic 35

78% of logistics managers see customer experience as a strategic differentiator

Statistic 36

39% of freight companies experience customer retention improvements after adopting digital tools

Statistic 37

72% of freight firms that focus on customer experience report revenue growth

Statistic 38

49% of freight providers report increased customer satisfaction after training staff in customer service skills

Statistic 39

54% of freight companies utilize customer feedback to develop new services

Statistic 40

80% of carriers state that digital portals improve communication with clients

Statistic 41

48% of freight firms report reduced operational costs after enhancing customer experience efforts

Statistic 42

68% of customers prefer to handle customer service issues via chat or messaging apps

Statistic 43

65% of freight companies see customer experience as a competitive advantage

Statistic 44

74% of shippers say digital communication tools improve service quality

Statistic 45

53% of freight providers consider customer experience improvements as top investment priorities

Statistic 46

62% of customers are more likely to recommend a freight company with a high-quality customer experience

Statistic 47

84% of freight customers believe that well-managed customer relationships lead to increased loyalty

Statistic 48

68% of freight clients prefer digital platforms for booking and tracking shipments

Statistic 49

54% of freight providers say that automation improves customer service efficiency

Statistic 50

57% of freight customers want mobile app access for shipment tracking and updates

Statistic 51

63% of customers prefer self-service options for managing their freight shipments

Statistic 52

50% of freight firms believe that digital onboarding speeds up customer acquisition

Statistic 53

69% of freight companies plan to invest more in customer experience technology in the next 2 years

Statistic 54

88% of customers expect proactive resolution of issues during freight transportation

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Key Highlights

82% of freight customers say they are willing to pay more for a better customer experience
70% of shippers consider customer experience as a key differentiator in choosing a freight provider
65% of freight companies that proactively communicate with customers see a 20% increase in customer retention
45% of freight customers abandon a shipment due to poor communication
78% of customers expect real-time tracking information during transportation
60% of freight customers would switch providers for better transparency and updates
55% of freight shippers say that technology-driven customer experience improvements increase their loyalty
52% of freight companies have adopted customer experience metrics to gauge satisfaction
88% of customers expect proactive resolution of issues during freight transportation
68% of freight clients prefer digital platforms for booking and tracking shipments
75% of shippers would pay a premium for freight providers with excellent digital customer service
40% of freight carriers experienced a 15% reduction in customer complaints after implementing customer feedback systems
54% of freight providers say that automation improves customer service efficiency

In an industry where 82% of freight customers are willing to pay more for superior service, it’s clear that exceptional customer experience is no longer optional but essential for gaining a competitive edge and ensuring loyalty in the freight industry.

Communication and Transparency Expectations

45% of freight customers abandon a shipment due to poor communication
78% of customers expect real-time tracking information during transportation
60% of freight customers would switch providers for better transparency and updates
61% of freight customers want personalized communication based on their shipping history
55% of freight customers consider ease of communication as critical when choosing a provider
74% of freight customers say consistent communication increases their trust in providers
83% of freight shippers want data transparency at every step of shipment
70% of customers say they are more loyal to brands that proactively communicate issues
67% of freight shippers prefer providers with integrated communication channels
92% of freight customers expect omnichannel communication
58% of customers have experienced delays due to poor communication
75% of shippers consider timely updates as crucial for a positive customer experience
58% of freight customers value transparency over cost when selecting a provider
77% of freight clients expect transparency in pricing and billing

Communication and Transparency Expectations Interpretation

In an industry where nearly half abandon shipments over poor communication, freight providers can no longer afford to treat updates as optional—because today’s customers expect real-time, personalized, omnichannel transparency at every step, making clear communication the true cargo of trust and loyalty.

Customer Experience and Satisfaction

82% of freight customers say they are willing to pay more for a better customer experience
70% of shippers consider customer experience as a key differentiator in choosing a freight provider
65% of freight companies that proactively communicate with customers see a 20% increase in customer retention
55% of freight shippers say that technology-driven customer experience improvements increase their loyalty
52% of freight companies have adopted customer experience metrics to gauge satisfaction
75% of shippers would pay a premium for freight providers with excellent digital customer service
40% of freight carriers experienced a 15% reduction in customer complaints after implementing customer feedback systems
80% of shippers are more likely to work with freight companies that offer integrated customer portals
48% of freight firms report increased customer satisfaction after deploying AI-driven customer support
66% of customers desire faster resolution times for freight issues
53% of freight companies use customer satisfaction surveys to improve their services
72% of shippers say they have a positive experience when freight providers use data analytics to optimize service
59% of freight companies report a 10% increase in sales after integrating customer experience improvements
44% of shippers are dissatisfied with their current freight providers' customer service
62% of customers feel that leveraging automation reduces their shipment concerns
41% of freight firms track customer feedback as a key performance indicator
64% of freight companies have seen a notable increase in repeat business after improving digital customer interactions
85% of customers report that personalized service influences their choice of freight provider
46% of freight providers report increased operational efficiency after implementing customer experience initiatives
55% of freight customers believe that quick response times are essential to a positive experience
78% of logistics managers see customer experience as a strategic differentiator
39% of freight companies experience customer retention improvements after adopting digital tools
72% of freight firms that focus on customer experience report revenue growth
49% of freight providers report increased customer satisfaction after training staff in customer service skills
54% of freight companies utilize customer feedback to develop new services
80% of carriers state that digital portals improve communication with clients
48% of freight firms report reduced operational costs after enhancing customer experience efforts
68% of customers prefer to handle customer service issues via chat or messaging apps
65% of freight companies see customer experience as a competitive advantage
74% of shippers say digital communication tools improve service quality
53% of freight providers consider customer experience improvements as top investment priorities
62% of customers are more likely to recommend a freight company with a high-quality customer experience

Customer Experience and Satisfaction Interpretation

In a freight industry where 82% of customers are willing to pay more for better service, digital innovations and proactive communication have become the new cargo—driving loyalty, reducing complaints, and turning satisfaction into a competitive advantage.

Customer Loyalty and Preference

84% of freight customers believe that well-managed customer relationships lead to increased loyalty

Customer Loyalty and Preference Interpretation

With 84% of freight customers acknowledging that solid relationship management fuels loyalty, it's clear that in the freight industry, good customer service isn't just good business—it's the transportation of trust that delivers long-term profit.

Digital Transformation and Technology Adoption

68% of freight clients prefer digital platforms for booking and tracking shipments
54% of freight providers say that automation improves customer service efficiency
57% of freight customers want mobile app access for shipment tracking and updates
63% of customers prefer self-service options for managing their freight shipments
50% of freight firms believe that digital onboarding speeds up customer acquisition
69% of freight companies plan to invest more in customer experience technology in the next 2 years

Digital Transformation and Technology Adoption Interpretation

With over two-thirds of freight clients embracing digital tools and a majority of providers recognizing automation's impact, the industry is clearly shifting toward a future where self-service, mobile access, and investment in CX tech are no longer optional—they're essential for staying ahead in a rapidly evolving logistics landscape.

Proactivity and Issue Resolution

88% of customers expect proactive resolution of issues during freight transportation

Proactivity and Issue Resolution Interpretation

With 88% of customers demanding proactive issue resolution, freight companies must shift from reactive to anticipatory service—because in the race for customer satisfaction, waiting until problems arise is already a freight train they can't afford to miss.