Logistics survey questions for rating a carrier or 3PL
Fourteen questions a shipper answers about one carrier or 3PL, lane by lane, in about four minutes.
- 14questions
- About 4 minto answer
- 5-point agreescale on nine items
- 1optional comment box
The 14 logistics survey questions
A logistics survey asks the people who book and receive your freight to rate a carrier or 3PL: whether shipments arrive on time, complete and undamaged, whether tracking can be trusted, how fast problems get fixed and whether invoices match the quote. All 14 questions are already loaded in the online survey creator.
What you are rating
Name the lane first, so every score traces back to a route.
- Which lane or service are you rating for the last three months?the lane name your own team uses.
- How much of your freight moves with this provider?how much rides on the scores below.
Did it arrive
Four separate checks, because a shipment can be punctual and short. To ask the person who took in one parcel, use the delivery survey questions.
- Shipments arrive on the date we were promised.dates the network struggles to hold.
- This provider warns us before a delivery date is missed.delays you learn about after the date.
- Shipments arrive complete, with nothing missing.shortages found at receiving.
- Goods arrive undamaged.packing that does not suit the lane.
Knowing where it is
If the complaints are about the booking screens, run the software evaluation survey on the platform.
- Tracking shows us where a shipment is without us having to ask.tracking that takes a call to interpret.
- Status updates from this provider are accurate.statuses that change after the fact.
When it goes wrong
After one major disruption, the crisis management survey reviews how it was handled.
- It is easy to reach someone at this provider who can resolve an issue.an account contact with no authority to act.
- This provider fixes shipment problems quickly.no escalation path, or claims with no deadline.
What it costs
Billing, then a count of the problems behind the scores.
- Invoices from this provider match what we were quoted.accessorial charges that were never quoted.
- Which of these problems did you have with this provider in the last three months?which problems are widespread and which are one-offs.
In your words, then the verdict
One optional comment, then the rating you compare each quarter.
- What one thing should this provider change first?your agenda for the next review.
- Overall, how well is this provider serving you?the headline number.
How to use the logistics survey
Send it to everyone who books, receives or chases freight on the lane, in the two weeks before each quarterly review. Tell them the results go to the provider by lane, never by name.
Report question 14 as the share who chose very well or well. Under it, score the agree items from 5 (strongly agree) down to 1 and average four blocks: arrival (questions 3 to 6), visibility (7 and 8), problem handling (9 and 10) and billing (11). Each item asks about one thing, so a low block points at one conversation.[1]
Take the lowest block and the most-ticked problem from question 12 into the review, then compare the same lane next quarter. To hear the provider's side, send them the supplier satisfaction survey.
Logistics survey FAQ
What questions should a logistics survey ask?
Ask whether shipments arrive on the promised date, complete and undamaged, whether tracking and status updates can be trusted, how quickly problems get fixed and whether invoices match the quote. Close with one overall rating. These 14 take about four minutes.
How do you measure customer satisfaction with a logistics service provider?
Ask the customers who use the service to rate one lane over one quarter. Report the share who say the provider serves them well or very well, then the average for arrival, visibility, problem handling and billing.
What are examples of feedback on logistics?
Useful feedback names a lane and a failure, such as "two of the last five loads on the Dallas lane arrived short" or "we hear about delays from our own customer first". Question 13 collects comments like these.
Michael Hodge, survey methodology · Updated 2 October 2026 · How templates are reviewed
Sources (1)
- American Association for Public Opinion Research. "Best Practices for Survey Research." aapor.org
Walk into the next carrier review with numbers
Fourteen questions, about four minutes, scored lane by lane.
Use this template