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 five-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

FreightWaves data confirms the pattern. 68% of mid-market 3PLs saw less than 10% growth from existing top 10 accounts, even as freight demand stabilized.

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):

• The average shipper uses 3.6 3PLs. Most providers capture less than 40% of their customer's freight volume

• Only 22% of shippers can name more than two service lines from their primary provider

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? Only PATH clients get access to the full 3PL loyalty curve.