Logistics
The logistics sector continues to show wide dispersion in customer loyalty, with operators such as Qatar Rail and CHS Air & Sea Oy posting scores in the low 90s while JSX and Balmoral reveal persistent pressure points in customer experience execution.
The headline
The sector now comprises 114 scored disclosures, with a median NPS of 71.0 and a mean of 65.1. That median sits modestly below the all-sector corpus benchmark of 74, consistent with the operational complexity and heterogeneous service models that define freight, parcel, and last-mile delivery. The spread between the median and the mean reflects a tail of low scores—particularly from public transit and regional courier operations—that weigh on the average without materially shifting the central tendency.
Year-over-year movement has been uneven. The 2020 cohort posted a median of 87.5, buoyed by pandemic-era service surges, before settling to more sustainable levels: 2024 brought a median of 70.0 on 13 disclosures, 2025 rose to 75.0 on 31 filings, and 2026 to date holds at 71.0 across 45 reports. The sector's expanding disclosure base suggests maturing transparency, yet variance remains pronounced.
NPS evolution
The time series reveals volatility tied to macroeconomic cycles and operational pivots. Early years showed thin coverage, with only a single 2015 data point at 29.0, rising to a median of 53.5 in 2018 and peaking at 87.5 in 2020. Subsequent years have oscillated in the mid-60s to mid-70s, with no sustained trend visible beyond increased reporting cadence.
Disclosure volume
Annual disclosure counts have accelerated sharply: from six reports in 2018 and 2020 each, the sector climbed to 31 in 2025 and has already delivered 45 in 2026. This tripling in the past two years points to broader adoption of NPS as a KPI, particularly among regional and last-mile specialists entering the dataset for the first time.
Company stories
The 90-point swing at JSX
The most dramatic movement in the current window belongs to JSX, where a disclosed score of 92.0 on September 23, 2026—tied to the carrier's ATR turboprop fleet—collapsed to 2.5 just one day later in a separate filing referencing the same aircraft type. The 89.5-point delta, the largest swing on record in this corpus, suggests either a measurement error, distinct survey populations, or a labeling inconsistency in public remarks. Absent clarification, the September 24 score of 2.5 casts doubt on fleet-level satisfaction claims made days earlier.
Steady climbers and recent standouts
SEKO Logistics has posted six disclosures since August 2025, lifting its NPS from 68.0 to a record 81.0 in the first half of 2026. The consistency and upward trajectory reflect operational discipline and likely improvements in shipper communication. Similarly, Daylight Transport posted 84.6 in October 2026, nearly 30 points above the stated LTL industry average of 54.4, underscoring the value of niche positioning and service reliability in less-than-truckload freight.
Qatar Rail leads the all-time ranking with a 99.7 score disclosed October 12, 2026, accompanying recognition as Worldwide Operator of the Year. That figure places it among the highest in the entire corpus and signals best-practice operational governance in rail transit.
Negative territory
Two operators remain in negative NPS terrain. MATA, a public transit provider, reported -17.0 in October 2024, and Holgate disclosed -52.0 in March 2024. Both cases illustrate structural friction in publicly funded or regulated transport models, where customer choice is limited and service quality suffers from budgetary or operational constraints.
Fresh in 2026
Recent filings underscore the sector's breadth, spanning autonomous trucking, air freight, last-mile drones, and premium coach services:
- Kodiak (62.8, October 13) disclosed partnership results with Charger, positioning autonomous freight above typical industry benchmarks.
- CHS Air & Sea Oy (92.0, October 13) achieved a top-decile result in its 2026 customer satisfaction survey.
- DroneUp (70.0, October 7) reported early traction in the nascent drone delivery vertical.
- Vonlane (90.0, September 22) highlighted consistent executive-level commitment to premium intercity coach service quality.
- Balmoral (36.0, September 20) flagged a 27-point year-over-year decline, pointing to execution or market headwinds.
Older nuggets worth a second look
- Blue Dart posted a perfect 100.0 in October 2020, the only score of its kind in the logistics dataset and a rare marker of near-universal customer endorsement.
- Fly Louie scored 96.0 in July 2019, demonstrating the loyalty premium available to boutique aviation services.
- Roadway Moving disclosed three separate filings in 2026, all in the 93.0–94.6 range, indicating sustained excellence in the consumer moving segment.
- Bungii reached 94.0 in May 2018, an early signal of the sharing economy's potential to disrupt traditional freight and delivery workflows.
- Yodel scored just 10.0 in April 2018, illustrating longstanding service challenges in UK parcel delivery.
- CATS public transit recorded 29.0 in December 2015, the sector's earliest disclosure and a baseline for regional bus service sentiment.