Your Customers Didn’t Leave. They Just Stopped Growing With You.

In logistics, silence isn’t satisfaction. It’s lost share.

According to PATH’s proprietary 41-year logistics CX benchmark, customer loyalty is at a three-year low and quiet churn is rising fast. Your top accounts aren’t complaining, but they are shifting expansion volume to someone else.

“We thought silence meant they were happy. Turns out, they moved volume to a competitor without saying a word.”
— COO, $150M 3PL

The truth? Most of your customers don’t even know what else you offer. Value-added services. Modal optimization. Embedded analytics. They only matter if your customers remember them when it counts.

KPI Blind Spots (From PATH’s CX Benchmark):

• 82% of suppliers think they’re outperforming expectations - while customers say otherwise, revealing a major disconnect in how performance is tracked and perceived

• Dissatisfaction (Detractors) has reached a 5-year high - yet many providers are unaware their top accounts are at risk

• 12% of key accounts now have active issues, crossing the 11% “breaking point” where loyalty and retention begin to collapse - but most providers don’t catch these risks in time

• Technology satisfaction remains below target every year, despite being a top driver of loyalty - meaning many providers are overestimating how well their systems support customer needs

In a market where growth means wallet share, invisibility is a silent killer.
You can’t assume share. You have to earn it.

Want the full data set? PATH clients get access to the full 3PL loyalty curve.