If it were easy, everyone would do it.At Saia, we go to extreme lengths to provide the industry's highest level of service. That's why over a decade ago, we launched our innovative Customer Service Indicators (CSIs). These were the result of extensive research during which we asked customers what information they needed to make their transportation buying decisions. Based on their feedback, we developed our CSIs. They measure the key metrics customers said were most important to them. Since their inception, our CSIs have been the basis for Saia's ongoing operational improvement as we constantly monitor our performance, evaluate each metric's importance to our customers, and research new ways to improve our service. In this vein, we are excited to announce that we have launched our newest CSI, Exception-free Delivery. This latest metric measures the percentage of shipments that deliver undamaged and complete each month. We are the only carrier to report on this critical measurement. At Saia, we are proud that our focus is on the total customer experience and you can rest easy knowing that we are working diligently to provide our customers with the service they have come to depend on. Here's how we hold ourselves accountable: |
| Goal | May | |
| Saia's newest Customer Service Indicator | ||
| Exception-free Delivery | 99.00% | 98.02% |
| No excuses - no exceptions. An exception-free delivery means your entire shipment arrives 'clear' - in the exact condition it was tendered to us in. |
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| Pick-up Performance | 99.90% | 99.10% |
| Showing up on time. That's the basis for industry-leading service. If it's important to your business and customers, call the experts - Saia. |
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| On-time Delivery | 98.00% | 98.00% |
| Don't have time to watch the clock? Our goal is dependability you can count on without question. |
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| Claims-free Service | 99.50% | 99.50% |
| Great service is more than just on-time delivery. It's also making sure your freight arrives undamaged without a shortage or an overage. |
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| Claims Settled within 30 Days | 100.00% | 100.00% |
| Though they may be rare, incidents do happen. If you have a claim for under $1,000, we'll settle it within 30 days. |
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| Invoicing Accuracy | 99.10% | 98.70% |
| It shouldn't take a rocket scientist to decipher an invoice. We use the information imaged directly off of your Bill of Lading to ensure accuracy. |
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Keeping your shipments - and our service - on track. |
| At Saia, we hold ourselves to a higher standard. Our CSIs are powerful tools that are working for our customers. To learn more about our indicators, contact your Saia sales representative today. |