GITNUXREPORT 2025

Customer Experience In The Trucking Industry Statistics

Improved customer experience boosts loyalty, retention, profits, and industry competitiveness in trucking.

Jannik Linder

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

First published: April 29, 2025

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Statistic 1

65% of shippers are willing to switch carriers for better customer experience

Statistic 2

72% of trucking companies report improvements in customer retention due to enhanced customer experience initiatives

Statistic 3

78% of trucking customers would recommend a carrier with excellent customer service

Statistic 4

76% of trucking companies believe customer experience is a competitive differentiator

Statistic 5

85% of trucking customers consider customer service as a key factor in choosing a freight provider

Statistic 6

52% of shippers prefer carriers that offer real-time visibility into freight status

Statistic 7

48% of trucking customers consider timely communication as critical to their satisfaction

Statistic 8

47% of shippers have experienced delays due to poor communication from carriers

Statistic 9

69% of trucking firms report increased profit margins after investing in customer experience improvements

Statistic 10

60% of carriers have invested in CRM systems to improve customer relationships

Statistic 11

54% of carriers have implemented digital platforms to streamline customer interactions

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Key Highlights

85% of trucking customers consider customer service as a key factor in choosing a freight provider
78% of trucking customers would recommend a carrier with excellent customer service
65% of shippers are willing to switch carriers for better customer experience
72% of trucking companies report improvements in customer retention due to enhanced customer experience initiatives
60% of carriers have invested in CRM systems to improve customer relationships
52% of shippers prefer carriers that offer real-time visibility into freight status
48% of trucking customers consider timely communication as critical to their satisfaction
76% of trucking companies believe customer experience is a competitive differentiator
47% of shippers have experienced delays due to poor communication from carriers
69% of trucking firms report increased profit margins after investing in customer experience improvements
54% of carriers have implemented digital platforms to streamline customer interactions

In an industry where trust and communication are paramount, trucking companies are realizing that delivering exceptional customer experience is not just a perk—it’s a powerful driver of loyalty, growth, and profitability.

Carrier Loyalty and Switching Behavior

65% of shippers are willing to switch carriers for better customer experience
72% of trucking companies report improvements in customer retention due to enhanced customer experience initiatives

Carrier Loyalty and Switching Behavior Interpretation

With 65% of shippers ready to switch carriers for better service and 72% of trucking firms reaping higher retention through improved customer experience, it’s clear that in the trucking industry, good service isn’t just appreciated—it's essential for keeping clients on the road.

Customer Satisfaction and Recommendations

78% of trucking customers would recommend a carrier with excellent customer service
76% of trucking companies believe customer experience is a competitive differentiator

Customer Satisfaction and Recommendations Interpretation

With 78% of trucking customers eager to recommend carriers known for stellar service and 76% of companies recognizing customer experience as a key differentiator, it's clear that in this industry, delivering top-notch service isn't just good for business—it's the fastest lane to competitive advantage.

Customer Service and Communication Timeliness

85% of trucking customers consider customer service as a key factor in choosing a freight provider
52% of shippers prefer carriers that offer real-time visibility into freight status
48% of trucking customers consider timely communication as critical to their satisfaction
47% of shippers have experienced delays due to poor communication from carriers

Customer Service and Communication Timeliness Interpretation

With over 85% of customers prioritizing service quality and nearly half experiencing delays from communication breakdowns, the trucking industry’s success now hinges on delivering real-time updates and timely dialogue — because in freight, silence isn’t just deafening; it’s costly.

Financial Performance and Digital Transformation

69% of trucking firms report increased profit margins after investing in customer experience improvements

Financial Performance and Digital Transformation Interpretation

With nearly seven out of ten trucking firms boosting profits through better customer experience, it's clear that delivering on the road isn't just about freight—it's about freight with a smile.

Operational Improvements and Investment in Technology

60% of carriers have invested in CRM systems to improve customer relationships
54% of carriers have implemented digital platforms to streamline customer interactions

Operational Improvements and Investment in Technology Interpretation

With over half of carriers embracing CRM systems and digital platforms, the trucking industry is clearly shifting gears towards technological efficiency, hinting that even in a traditionally gritty sector, staying connected is key to staying on the road to success.