Moving freight, earning trust: How TQL’s world-class NPS score shows elite customer service
TQL’s customer score, 82, shatters industry norms and reflects shippers’ trust
By Shannon Russell
Key points:
- TQL’s world-class Net Promoter Score (79 all-time, 82 currently) reflects exceptional customer loyalty and satisfaction.
- Our single-point-of-contact system ensures every customer receives personalized, dedicated support.
- TQL’s NPS reinforces customers’ confidence in our commitment to service, relationships and results.
Bain & Company, a global consulting firm, developed the NPS in 2003. Since then, it has become one of the most widely used metrics for measuring customer loyalty and satisfaction. It asks one question: How likely are you to recommend TQL to a friend or colleague?
Every month, thousands of surveys are sent to TQL customers asking just this. Our NPS is based on their feedback.
Customers who select 9-10 on a scale from 0-10 are regarded as “Promoters” who would recommend a service or company. “Detractors” (0–6) do not recommend a service or company, and “Passives” (7–8) are neutral. NPS is the percentage of “Promoters” minus the percentage of “Detractors.”
A company’s NPS ranges from -100 to 100. Here’s what the scores mean:
- Below 0: People would not recommend this service or company.
- 0–30: People think this service or company is average or good.
- 30–70: People think this service or company is great.
- 70-100: People think this service or company is excellent or world-class.
An elite score is particularly remarkable in logistics, where complex operations and moving parts impact shipments, from weather issues to supply chain disruptions. A single late or damaged shipment may outweigh dozens of on-time shipments in a company rating.
TQL’s world-class scores (82 currently, 79 all-time) are more than double the transportation industry average of 30.
Why our NPS is so high
Our NPS reflects our commitment to exceptional customer experience, reliable freight solutions and 24/7/365 support.
Our unique single-point-of-contact system also drives our score. Every customer works with a dedicated Logistics Account Executive from start to finish—a rarity in the industry. This model strengthens relationships, fosters accountability and builds the human connections that set TQL apart.
Whether a customer needs help at 3 p.m. or 3 a.m., we stand by our commitment to provide solutions through real, human support. Reliability and trust aren’t just promises; they’re built into everything we do.
Through strong scorecard performance and strict compliance, we are dedicated to reliable partnerships and exceptional freight services. We have been recognized by some of the world’s largest shippers and 4PLs, including Penske, DHL, Sysco, PepsiCo and US Foods.
Since 2021, we have earned 38 awards from our freight partners, a testament to the care and consistency we bring to every load. We celebrate these wins with our customers while staying focused on exceptional service.
Why shippers choose TQL
TQL combines industry-leading technology with a people-first approach to create greater supply chain efficiencies. With a network of 110,000+ carriers, we move over 3.6 million shipments of freight annually.
Our commitment to excellence guides everything we do, from hiring the right people to creating customer experiences that consistently exceed expectations. This dedication is why TQL, founded in 1997, has organically grown into the second-largest freight brokerage in North America, competing with logistics companies over a century old.
We know great customer service doesn’t happen by accident, and that NPS isn’t just a number. It’s the measure that matters.
Shippers know they can count on TQL to do the job right—every time.
Looking for an award-winning logistics partner? Request a quote or contact us at 800.580.3101, Option 2, to learn how TQL can optimize your supply chain.
