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- W607106943 abstract "Class I service has improved a great deal, shippers report, with train speed and terminal dwell time at the best levels in memory, some say. Premium intermodal service such as what United Parcel Service requires is the best it has been, too, as railroads are demonstrating flexibility and initiative in adapting to sudden congestion. A survey of more than 800 rail sippers produced 58 respondents. But although 72% report railroads are providing service that is at least good or average, they still can make progress on responding to service problems. Seventy percent of the respondents rated railroads' response to customer service concerns as no better than average. Generally, the response isn't fast enough to suit the just in time environment where shippers have to keep their customers continuously informed of their shipments. The railroads have responded by increasing customer service training and revising procedures, such as cutting down the prompts on automated phone trees, and making sure response centers are sufficiently staffed. BNSF has established an advisory board of shippers to provide feedback to proposed changes and initiatives. One result has been the development of a prototype system that can trace a shipment anywhere in the country on any line. CSXT is conducting monthly shipper surveys through J.D. Powers and Associates." @default.
- W607106943 created "2016-06-24" @default.
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- W607106943 date "2002-11-01" @default.
- W607106943 modified "2023-09-26" @default.
- W607106943 title "CLOSE...BUT NO CIGAR : RAILROADS ARE POSTING BETTER PERFORMANCE NUMBERS, BUT THEIR COMMUNICATION SKILLS STILL MISS THE MARK, SHIPPERS SAY" @default.
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