(Jacksonville, Fla.; Sept. 1, 2002) – Crowley Liner Services, a subsidiary of Crowley Maritime Corporation and part of its liner segment, has been named a Reader’s Choice carrier in Logistics Management magazine’s 19th Annual Quest for Quality survey, the results of which were published in the magazine’s August edition.
Crowley was rated as the top ocean carrier serving Central America and the Caribbean and was ranked No. 4 in the world, after some 3,000 magazine readers, all of whom buy transportation or third-party services, completed the questionnaire mailed earlier this year. Areas surveyed include on-time performance, value, information technology, customer service and equipment and operations. Crowley exceeded the industry average in all five categories and ranked No. 1 overall in equipment and operations and No. 3 overall in customer service.
“The largest study of its kind, the Quest for Quality ranks both third-party providers and carriers in each of the major modes,” said John T. Royall, publisher of Logistics Management. “Many shippers view it as the industry’s equivalent to the Baldridge Award.”
“We are honored to once again be recognized by our customers and by Logistics Management magazine as one of the leading carriers in the world,” said Tom Crowley Jr., Chairman, President and CEO of Crowley Maritime Corp. “I believe this acknowledgment is a reflection of the outstanding work done by our employees and their commitment to consistently exceed our customers’ expectations.”
Logistics Management magazine sent the 2002 Quest for Quality questionnaire earlier this year to 14,000 magazine readers who buy transportation or third-party logistics services. Three thousand were completed and returned. Scores were weighted by the value the readers gave to each performance criteria. In the international ocean category on-time performance was most important, followed by value, customer service, equipment and operations, and information technology.
On-time performance includes on-time pickup and delivery, consistent and dependable schedules and transit times and equipment availability.
Value includes competitive rates, pricing commensurate with service level, and simplified pricing.
Equipment and operations include equipment availability, condition of equipment, good attention to safety, and low incidence of loss and damage.
Customer service includes prompt claims settlement, ability to trace and expedite shipments, problem resolution and courtesy.
Information technology includes tracing and tracking, electronic data interchange, and Internet and electronic commerce capabilities.
While all of the ocean carriers in the world were eligible for the Readers Choice designation, only 17 scored above the industry average in all five performance categories and earned enough overall votes to make the grade.
For more information about Crowley, visit www.crowley.com.
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