50
NPS
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Forward Air
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About Forward Air's Brand
A leading provider of time-definite surface transportation and related logistics services to the North American Among its major competitors, Forward Air is ranked in 1st place for NPS while FedEx is 2nd, and XPO is 3rd.
Brand at a Glance
87%
Customer Loyalty
3.7/5
Product Quality
3.5/5
Pricing
3.6/5
Customer Service
Forward Air Ranking
- #1 / 4 of its competitors
Forward Air NPS
Forward Air's Net Promoter Score (NPS) is a 50 with 70% Promoters, 10% Passives, and 20% Detractors. Net Promoter Score tracks whether Forward Air's customers would recommend using the product based on a scale of -100 to 100.
Forward Air Overall NPS
| 70% | Promoters |
|---|---|
| 10% | Passives |
| 20% | Detractors |
Forward Air NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2021 0 | Jul 2021 | 0 |
Aug 2021 -33 | Aug 2021 | -33 |
Feb 2022 -25 | Feb 2022 | -25 |
May 2022 0 | May 2022 | 0 |
Jul 2022 17 | Jul 2022 | 17 |
Sep 2023 29 | Sep 2023 | 29 |
Nov 2023 37 | Nov 2023 | 37 |
Feb 2024 44 | Feb 2024 | 44 |
Dec 2024 50 | Dec 2024 | 50 |
How Other Brands Compare
Forward Air is ranked first for NPS among its competitors. FedEx and XPO come in second and third, with YRC Worldwide coming in at #4.
Forward Air |  FedEx |  XPO | YRC Worldwide | |
| Global Ranking | #- | #95 | #- | #- |
| NPS | 50 | 19 | -38 | -55 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | - |
| Valuation Updated every 24 hours for public companies | - | $57.73B | $12.21B | $272.27M |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Forward Air NPS vs. Competitors
Compared to its competitors, Forward Air's NPS is rated right above FedEx.
| COMPANY | NPS Score | |
|---|---|---|
| Forward Air | 50 |
| FedEx | 19 |
| XPO | -38 |
| YRC Worldwide | -55 |
Forward Air Customer Loyalty
87%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
87% of Forward Air users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Forward Air Customer Loyalty vs. Competitors
Compared to its competitors, Forward Air's Customer Loyalty score is rated right above FedEx.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Forward Air | 87% |
| FedEx | 74% |
| YRC Worldwide | 64% |
| XPO | 54% |
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Forward Air Product Quality
3.7/5
Forward Air has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Forward Air Product Information
Forward Air’s product quality score is a 3.7 out of 5 as rated by its users and customers.
- Website
- http://www.forwardair.com
- Company Size
- 5,001-10,000 Employees
Industry
Tech
Energy
Forward Air Product Quality vs. Competitors
Compared to its competitors, Forward Air's Product Quality score is rated right above FedEx.
| COMPANY | Product Quality Score | |
|---|---|---|
| Forward Air | 3.7/5 |
| FedEx | 3.6/5 |
| YRC Worldwide | 2.6/5 |
| XPO | 2.4/5 |
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Forward Air Pricing
Forward Air ROI & Value For Money
3.5/5
Forward Air has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
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Forward Air Pricing vs. Competitors
Compared to its competitors, Forward Air's ROI score is rated right above FedEx.
| COMPANY | Pricing Score | |
|---|---|---|
| Forward Air | 3.5/5 |
| FedEx | 3.4/5 |
| YRC Worldwide | 2.4/5 |
| XPO | 2.2/5 |
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Forward Air Customer Satisfaction (CSAT)
Forward Air Customer Satisfaction (CSAT) Score
74 / 100
Forward Air has an overall Customer Satisfaction score of 74 rated by its users and customers.
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Very Satisfied
63%
Satisfied
11%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
13%
Very Dissatisfied
13%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Forward Air Customer Satisfaction vs. Competitors
Compared to its competitors, Forward Air's Customer Satisfaction score is rated right above FedEx.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Forward Air | 74% |
| FedEx | 65% |
| YRC Worldwide | 39% |
| XPO | 36% |
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Forward Air Customer Service
3.6/5
Forward Air has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
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About Forward Air's Customer Service
Address
PO Box 1058 ., Greeneville, TN
Website
http://www.forwardair.com
Phone Number
423-636-7000
Forward Air Customer Service vs. Competitors
Compared to its competitors, Forward Air's Customer Service score is rated right above FedEx.
| COMPANY | Customer Service Score | |
|---|---|---|
| Forward Air | 3.6/5 |
| FedEx | 3.5/5 |
| YRC Worldwide | 2.4/5 |
| XPO | 2.1/5 |
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Forward Air as an Employer
3.7/5
Forward Air has a 3.7/5 stars for its overall company culture rated by their employees
top
40%
Consumer vs. Employees
Forward Air scored a 50 for Net Promoter Score and a 19 for Employee Net Promoter Score. NPS gauges how likely a customer of Forward Air would recommend the brand to a friend. ENPS measures how likely Forward Air employees would recommend working at Forward Air to a friend.
Net Promoter Score
50
NPS Score
| 70% | Promoters |
|---|---|
| 10% | Passive |
| 20% | Detractors |
Employee Net Promoter Score
19
eNPS Score
| 47% | Promoters |
|---|---|
| 25% | Passive |
| 28% | Detractors |
