Middle mile freight providers don’t reach the end customer—or do they? While it’s true that your freight provider won’t be placing packages on doorsteps, they still play an important role in delivering experiences that boost confidence in your brand. Therefore, selecting the right freight provider is more than a logistics decision. It’s a key commitment with the power to resonate across your entire supply chain.
Based on HAQM Freight research, this post will dive into how your choice of a freight provider ultimately impacts consumer confidence in your brand.
Middle mile challenges connected by a common thread
Imagine that you run an e-commerce storefront for home goods. When a customer makes a purchase from your online store, they trust you to deliver their order on time and provide reliable customer service. If the order is delayed, arrives damaged, or gets lost, the customer will turn to you (the shipper) for a resolution.
If your freight provider offers detailed order tracking, reliable communication, and consistent support, you may be able to handle delivery setbacks like these before your customer notices a snag. A proactive logistics approach strengthens the relationship between you and your provider, reflects positively on your business, and encourages customers to buy again—despite shipping delays.
But what if your freight provider can’t give this up-front information and support? We surveyed shippers to understand their top challenges related to freight shipping and middle mile logistics. Their responses shed light on some of the roadblocks shippers have faced with freight providers, such as customer service issues, speed inefficiencies, and difficulty tracking shipments. However, despite these bumps in the road, only 19% of the shippers we surveyed were “extremely open to switching freight providers.”
By the numbers: Why shippers hesitate to switch
Why might shippers hesitate to choose a new freight provider, even when facing logistical hurdles? Our survey participants cited several possible reasons, including:
- 51%: Loyalty or strong relationships with their current transportation provider
- 48%: Long-term freight contract obligations
- 43%: Concerns with service disruptions during a switch
- 40%: Wary of systems integration challenges with a new provider
- 38%: Dependent on their current provider’s network
This data suggests that many shippers are more concerned about service disruptions than logistics snags in their freight provider relationship.
While it’s true that switching can be disruptive, working with a reliable, flexible, and scalable freight provider can drive impactful business results worth the downtime risk. These providers empower shippers to enhance customer satisfaction and boost loyalty by minimizing delivery frustrations. The effects of their proactive approach to freight transportation reach across the entire supply chain—connecting all parties in logistical harmony.
In other words, the right provider can help shippers create the service their customers need. As a result, one-time purchasers can become loyal customers who are excited to promote your brand. If your current provider can’t offer the level of service you need to create that excitement, it could be time to consider a switch.
Riding with the right freight provider
In today’s world, customers are demanding more of their entire shipping experience than ever before. HAQM Freight is up to the challenge.
We combine the capacity of an asset-based provider with the agility of a broker and advanced tech of a startup. Our 60,000+ trailers run coast-to-coast so you can tap into the speed and efficiency of the HAQM network. With GPS tracking, flexible booking options, and 24/7 support, we’re considered the “complete package” by shippers.
Try HAQM Freight now. Just create an account and you can start quoting and booking loads immediately.
