01
Client context
The provider faced price-led competition and unexpected account losses.
02
Business challenge
Account managers believed relationships were strong, but renewals were declining.
03
Research objective & questions
Measure shipper satisfaction, identify loyalty drivers and flag at-risk accounts.
- How satisfied are shippers across service dimensions?
- Which factors drive renewal and share of wallet?
- How does the provider compare with alternatives?
- Which services would shippers buy more of?
04
Methodology & approach
- Shipper stakeholder interviews
- Supply chain, procurement and finance leaders.
- Relationship survey
- Satisfaction and loyalty measurement.
- Lost-account interviews
- Reasons for switching.
- Driver analysis
- Attributes linked to loyalty.
05
Sample & geography
- ~25 shipper interviews
- ~150 survey responses
- ~8 lost-account interviews
- Geography — India
06
Key findings
- Proactive exception communication drove loyalty more than on-time delivery.
- Procurement teams lacked visibility of the value delivered.
- Shippers wanted integrated warehousing and transport.
- Lost accounts cited responsiveness, not price alone.
07
Business implications
- Introduce proactive exception alerts and service reviews.
- Provide quarterly value reports for procurement.
- Package integrated warehousing and transport offers.
08
Outcome
The provider received a loyalty driver model, account risk view and service improvement plan.
Example engagement — Shows how Hoog approaches this type of question. Not a specific client project. Findings are directional.