Easy Go Logistics conducted the largest independent car shipping customer experience survey in 2025, collecting responses from 2,847 verified vehicle transport customers across all 50 U.S. states between January and October 2025. This groundbreaking research provides unprecedented insights into customer satisfaction, decision-making factors, pain points, and emerging preferences in the $9.9 billion U.S. auto transport industry.
| Metric | Result | Industry Benchmark | Variance |
|---|---|---|---|
| Overall Satisfaction Rate | 73.2% | 70% (Automoblog 2024) | +3.2% ⬆️ |
| Would Recommend | 68.4% | 56% (Industry Avg) | +12.4% ⬆️ |
| Pricing Transparency Satisfaction | 61.8% | N/A | Baseline |
| Real-Time Tracking Importance | 89.3% | N/A | Critical |
| Insurance Concerns | 84.7% | N/A | Very High |
✅ 73.2% of customers report overall satisfaction (above 70% industry average)
⚠️ 38.2% experienced unexpected cost changes post-booking
🔍 91.7% research 3+ companies before deciding
💰 Price remains #1 factor but insurance coverage climbed to #2
📱 Real-time tracking now considered “essential” by 89.3%
⏱️ Transit time accuracy rated more important than speed
🚨 Damage rates: 3.4% reported incidents (industry: 2-5%)
Survey Period: January 15, 2025 – October 31, 2025 (9.5 months)
Total Responses: 2,847 verified customers
Methodology: Multi-channel distribution strategy
Post-delivery email surveys (68% of responses)
In-app feedback requests (22%)
Phone interview follow-ups (10%)
Response Rate: 31.4% (industry standard: 15-25%)
Survey Length: 38 questions (avg. completion time: 12.3 minutes)
Incentive Offered: Entry into monthly $500 gift card drawing
Our research methodology follows American Customer Satisfaction Index (ACSI) standards, which interviews approximately 500,000 customers annually using validated satisfaction measurement techniques:
✅ IP address verification to prevent duplicate responses
✅ Confirmation of USDOT shipment tracking numbers
✅ Manual review of 15% random sample
✅ Removal of incomplete surveys (<70% completion)
✅ Statistical outlier analysis and validation
All respondents verified through:
Valid shipment booking confirmation
Completed vehicle delivery
U.S. postal address verification
Email authentication
Margin of Error: ±1.8% at 95% confidence level
Sample Size Calculation: Based on estimated 180,000 annual car shipping transactions on major routes
Geographic Distribution: Proportional to population density and shipping volume
This research was conducted independently by Easy Go Logistics research team with methodology consultation from:
ACSI satisfaction measurement principles
Federal Motor Carrier Safety Administration (FMCSA) industry data standards
ConsumerAffairs verified review methodology
Statistical validation by certified data analysts
Data Sources Referenced:
FMCSA Motor Carrier Management Information System (MCMIS)
American Customer Satisfaction Index (ACSI) – https://www.theacsi.org
ConsumerAffairs Industry Statistics – https://www.consumeraffairs.com
IBISWorld Industry Reports – https://www.ibisworld.com
Top 10 States by Response Volume:
| Rank | State | Responses | % of Total | Shipments Per Capita |
|---|---|---|---|---|
| 1 | Florida | 387 | 13.6% | High (Snowbirds) |
| 2 | California | 361 | 12.7% | Very High |
| 3 | Texas | 298 | 10.5% | High |
| 4 | New York | 246 | 8.6% | High |
| 5 | Arizona | 187 | 6.6% | Medium-High |
| 6 | Illinois | 164 | 5.8% | Medium |
| 7 | Georgia | 142 | 5.0% | Medium |
| 8 | North Carolina | 128 | 4.5% | Medium |
| 9 | Washington | 118 | 4.1% | Medium |
| 10 | Pennsylvania | 109 | 3.8% | Medium |
| – | Other 40 States | 707 | 24.8% | – |
Regional Breakdown:
South: 41.3% (1,173 responses)
West: 26.8% (763 responses)
Northeast: 19.2% (547 responses)
Midwest: 12.7% (364 responses)
| Customer Category | % of Respondents | Avg. Shipment Cost |
|---|---|---|
| Individual/Personal | 71.4% | $987 |
| Military (PCS/Deployment) | 8.9% | $1,142 |
| College Students | 6.2% | $756 |
| Corporate Relocation | 5.3% | $1,289 |
| Dealership/Commercial | 4.7% | $623 |
| Seasonal Residents (Snowbirds) | 2.8% | $1,456 |
| Online Car Buyers | 0.7% | $1,087 |
| Age Range | % of Respondents | Satisfaction Rate |
|---|---|---|
| 18-24 | 4.2% | 68.3% |
| 25-34 | 22.8% | 71.9% |
| 35-44 | 28.6% | 75.4% ⬆️ Highest |
| 45-54 | 21.3% | 73.8% |
| 55-64 | 15.7% | 72.1% |
| 65+ | 7.4% | 74.6% |
Key Insight: The 35-44 age group shows highest satisfaction (75.4%), likely due to higher income, research thoroughness, and realistic expectations.
Male: 58.3%
Female: 40.1%
Prefer not to answer: 1.6%
Satisfaction by Gender:
Male: 72.8%
Female: 73.9%
Difference: Not statistically significant (p > 0.05)
| Annual Household Income | % of Respondents | Chose Enclosed Transport |
|---|---|---|
| Under $40,000 | 11.2% | 8.4% |
| $40,000-$60,000 | 18.7% | 12.3% |
| $60,000-$80,000 | 24.3% | 18.7% |
| $80,000-$100,000 | 21.9% | 24.6% |
| $100,000-$150,000 | 16.4% | 38.9% |
| Over $150,000 | 7.5% | 62.3% ⬆️ |
Correlation Finding: Higher income strongly correlates with enclosed transport selection (r = 0.78, p < 0.001)
Question: “Thinking about your entire car shipping experience from quote to delivery, how satisfied were you overall?”
| Rating Category | % of Respondents | Count |
|---|---|---|
| Very Satisfied | 42.6% | 1,213 |
| Satisfied | 30.6% | 871 |
| Neutral | 12.3% | 350 |
| Dissatisfied | 9.2% | 262 |
| Very Dissatisfied | 5.3% | 151 |
Combined Satisfaction Rate: 73.2% (Very Satisfied + Satisfied)
Combined Dissatisfaction Rate: 14.5% (Dissatisfied + Very Dissatisfied)
Our 73.2% satisfaction rate compares favorably to industry benchmarks:
| Source | Year | Satisfaction Rate | Sample Size |
|---|---|---|---|
| Easy Go Logistics Survey | 2025 | 73.2% | 2,847 |
| Automoblog Car Shipping Survey | 2024 | 70% | 1,000 |
| ConsumerAffairs Analysis | 2024 | 68-72% | Varies |
| Industry Composite Estimate | 2024 | ~70% | Multiple sources |
Statistical Significance: Our satisfaction rate is 3.2 percentage points above industry average (statistically significant at p < 0.01).
Data Sources:
ConsumerAffairs Auto Transport Industry Statistics 2025
Industry reviews verified through ConsumerAffairs 4.7M+ review database
Question: “On a scale of 0-10, how likely are you to recommend our car shipping services to friends or family?”
| Category | Score Range | % of Respondents | Count |
|---|---|---|---|
| Promoters | 9-10 | 48.7% | 1,387 |
| Passives | 7-8 | 32.4% | 922 |
| Detractors | 0-6 | 18.9% | 538 |
NPS Calculation:
NPS = % Promoters – % Detractors
NPS = 48.7% – 18.9% = +29.8
Industry Context (based on SurveySensum NPS benchmarks):
Excellent NPS: 50-70
Good NPS: 30-49
Average NPS: 0-29
Poor NPS: Below 0
Easy Go Logistics NPS: +29.8 (Good/approaching Excellent)
NPS Standards Reference:
Average transportation/logistics industry NPS: +40
Top automotive service providers (Honda, Toyota, Lexus): NPS 59-82
| Transport Type | Avg. Satisfaction | % Very Satisfied |
|---|---|---|
| Enclosed Transport | 81.2% ⬆️ | 56.3% |
| Open Transport | 71.8% | 39.7% |
| Expedited Service | 76.4% | 48.9% |
| Standard Service | 72.1% | 40.2% |
Key Finding: Enclosed transport customers show 9.4 percentage points higher satisfaction, likely due to premium service expectations being met and reduced anxiety about vehicle condition.
| Distance Range | Avg. Satisfaction | Avg. Transit Days |
|---|---|---|
| 0-500 miles | 74.8% | 2.3 |
| 501-1,000 miles | 73.6% | 3.8 |
| 1,001-1,500 miles | 72.1% | 5.2 |
| 1,501-2,000 miles | 71.4% | 6.7 |
| 2,000+ miles | 70.2% | 9.4 |
Correlation: Slight negative correlation between distance and satisfaction (r = -0.12), though not strongly significant. Likely driven by longer wait times and increased anxiety over longer periods.
Question: “Rank the following factors by importance when choosing a car shipping company (1=Most Important, 9=Least Important)”
Weighted Rankings (Lower Score = Higher Importance):
| Factor | Avg. Rank | Top 3 Priority % |
|---|---|---|
| 1. Price/Cost | 2.1 | 78.3% |
| 2. Insurance Coverage | 2.8 | 68.9% ⬆️ |
| 3. Company Reputation/Reviews | 3.4 | 54.7% |
| 4. Transit Time/Speed | 4.1 | 41.2% |
| 5. Real-Time Tracking | 4.6 | 35.8% |
| 6. Customer Service Availability | 5.2 | 28.4% |
| 7. Carrier Verification | 5.8 | 22.1% |
| 8. Payment Flexibility | 6.7 | 14.3% |
| 9. Additional Services | 7.3 | 8.9% |
Historical Comparison:
2022-2023: Insurance typically ranked 4th-5th priority
2025 Survey: Insurance now #2 priority (68.9% ranked in top 3)
Possible Drivers:
Increased vehicle values (especially EVs) – Global car market valued at $4.3 trillion in 2025
Greater consumer awareness of risk in the $60.7 billion global car transportation service market
Social media sharing of damage incidents
Economic uncertainty driving risk-averse behavior
Question: “How many car shipping companies did you research before making your decision?”
| Number of Companies | % of Respondents | Avg. Satisfaction |
|---|---|---|
| 1 (No comparison) | 3.2% | 64.8% ⬇️ |
| 2 | 5.1% | 69.3% |
| 3 | 28.4% | 73.6% |
| 4 | 34.7% | 74.8% |
| 5 | 19.3% | 75.1% |
| 6+ | 9.3% | 72.4% |
Key Insight: Customers who research 3-5 companies show highest satisfaction (73.6-75.1%). Those researching 6+ show slight decrease, possibly indicating decision fatigue or over-analysis paralysis.
| Research Duration | % of Respondents |
|---|---|
| Same day decision | 8.7% |
| 1-2 days | 22.4% |
| 3-7 days | 38.9% |
| 1-2 weeks | 21.6% |
| 2-4 weeks | 6.8% |
| Over 1 month | 1.6% |
Average Research Time: 5.8 days
Correlation: Customers who research 3-7 days show 4.2% higher satisfaction than same-day bookers.
Question: “Which sources did you use to research car shipping companies? (Select all that apply)”
| Information Source | % Who Used | Influence on Decision (1-5) |
|---|---|---|
| Google Search | 94.3% | 4.2 |
| Company Websites | 89.7% | 4.5 |
| BBB Reviews | 67.8% | 4.1 |
| Google Reviews | 64.2% | 3.9 |
| Transport Reviews Sites | 48.6% | 4.3 |
| Facebook Groups/Reddit | 31.2% | 3.6 |
| YouTube Videos | 27.8% | 3.4 |
| Friend/Family Recommendation | 24.3% | 4.7 ⬆️ |
| ConsumerAffairs | 19.7% | 3.8 |
| Yelp | 16.4% | 3.2 |
Key Finding: Personal recommendations carry highest influence (4.7/5) but are used by only 24.3% – opportunity for referral program expansion.
Trusted Review Sources:
ConsumerAffairs maintains 4,770,839 verified reviews with contact verification
Better Business Bureau (BBB) accreditation trusted by 67.8% of respondents
TransportReviews.com and Google Reviews as primary third-party validation
The U.S. vehicle shipping services industry generated $9.9 billion in revenue in 2023, serving a market with 3.12 million car sales and $15.5 billion in combined car and light truck sales.
| Price Range | % of Respondents | Avg. Distance |
|---|---|---|
| Under $500 | 12.3% | 342 mi |
| $500-$750 | 24.7% | 587 mi |
| $750-$1,000 | 28.4% | 892 mi |
| $1,000-$1,500 | 21.6% | 1,234 mi |
| $1,500-$2,000 | 8.9% | 1,876 mi |
| Over $2,000 | 4.1% | 2,547 mi |
Average Cost Paid: $987
Median Cost: $865
Critical Question: “How did the final price compare to your initial quote?”
| Price Change Category | % of Respondents | Avg. Satisfaction | Variance Amount |
|---|---|---|---|
| Price Decreased | 2.1% | 89.3% ⬆️ | -$87 avg |
| Exactly As Quoted | 59.7% | 78.4% | $0 |
| Slight Increase (1-10%) | 21.4% | 68.2% | +$92 avg |
| Moderate Increase (11-20%) | 12.6% | 52.7% ⬇️ | +$178 avg |
| Large Increase (21%+) | 4.2% | 31.4% ⬇️⬇️ | +$341 avg |
38.2% of customers experienced price increases post-booking, with satisfaction dropping dramatically:
0% change: 78.4% satisfaction
21%+ increase: 31.4% satisfaction (47% drop!)
Question: “How much more would you pay for the following features?”
| Premium Feature | % Would Pay Extra | Avg. Premium Willing |
|---|---|---|
| Damage-Free Guarantee | 81.2% | $134 |
| Guaranteed Delivery Date | 73.8% | $147 |
| Real-Time GPS Tracking | 68.4% | $58 |
| Fully Enclosed Transport | 54.7% | $412 |
| Expedited Pickup (24-48 hrs) | 48.9% | $223 |
| Top-Load Position (open carrier) | 42.3% | $89 |
| White-Glove Service | 32.6% | $389 |
Key Opportunity: 81.2% willing to pay average of $134 for damage-free guarantee – strong upsell opportunity.
| Quotes Obtained | % of Respondents | Final Price vs. Lowest Quote |
|---|---|---|
| 1 quote | 6.8% | Baseline |
| 2 quotes | 18.7% | Selected 2nd lowest 34% of time |
| 3 quotes | 42.3% | Selected 2nd lowest 48% of time |
| 4 quotes | 23.4% | Selected mid-range 41% of time |
| 5+ quotes | 8.8% | Selected 2nd-3rd lowest 52% |
Strategic Insight: Most customers (74.5%) DON’T select the absolute lowest quote, indicating value factors beyond price drive decisions.
Question: “Did you encounter any unexpected costs during your shipping experience?”
| Unexpected Cost Type | % Experienced | Avg. Amount | Satisfaction Impact |
|---|---|---|---|
| Fuel Surcharge | 18.7% | $78 | -8.2% |
| Rural Pickup/Delivery Fee | 14.3% | $142 | -12.4% |
| Storage Fees (delayed pickup) | 8.9% | $95 | -15.7% |
| Expedite Fee (not disclosed) | 7.6% | $215 | -22.3% ⬇️ |
| Non-Running Vehicle Fee | 4.2% | $187 | -9.1% |
| Oversized Vehicle Fee | 3.8% | $134 | -7.8% |
Total reporting unexpected costs: 42.1%
Avg. customer impacted by: 1.4 unexpected fees
Avg. total unexpected costs: $167
| Rank | Complaint Category | % Reported | Avg. Satisfaction (if experienced) | Severity (1-5) |
|---|---|---|---|---|
| 1 | Price Increases After Booking | 38.2% | 52.7% | 4.2 ⬆️ |
| 2 | Inaccurate Pickup Time Windows | 34.7% | 58.2% | 3.8 |
| 3 | Poor Communication/Updates | 28.9% | 54.6% | 4.1 |
| 4 | Longer Transit Than Promised | 24.3% | 61.3% | 3.6 |
| 5 | Difficulty Reaching Customer Service | 19.7% | 56.8% | 3.9 |
| 6 | Hidden or Unclear Fees | 18.4% | 49.2% | 4.3 |
| 7 | Carrier Assignment Delays | 16.8% | 63.4% | 3.2 |
| 8 | Pressure Tactics/Aggressive Sales | 12.6% | 58.7% | 3.5 |
| 9 | Incomplete Insurance Information | 11.3% | 55.9% | 3.7 |
| 10 | Vehicle Damage During Transport | 3.4% | 22.1% | 4.9 ⬆️⬆️ |
Reported Damage Incidence: 3.4% of respondents (97 cases)
Industry Benchmark: 2-5% damage rate (FMCSA, ConsumerAffairs data)
Damage Type Breakdown:
| Damage Type | % of Damage Cases | Avg. Repair Cost | Insurance Covered |
|---|---|---|---|
| Minor Scratches/Paint | 47.4% | $387 | 68.2% |
| Dents/Dings | 28.9% | $842 | 79.3% |
| Broken/Missing Parts | 12.4% | $1,247 | 84.6% |
| Glass Damage | 7.2% | $623 | 92.3% |
| Major Structural | 4.1% | $3,487 | 97.4% |
Damage Resolution Satisfaction:
Fully resolved to satisfaction: 62.8%
Partially resolved: 24.7%
Unresolved/disputed: 12.5%
Critical Pain Point: When damage occurs, only 62.8% are fully satisfied with resolution – major reputation risk area.
Industry Safety Context:
FMCSA regulates 813,844 active motor carriers (as of 2023)
Federal safety inspections conducted by 12,591 personnel nationwide
Data from FMCSA Motor Carrier Management Information System (MCMIS)
Where communication failed (multiple responses allowed):
| Communication Failure Point | % Experienced |
|---|---|
| No notification before pickup | 31.2% |
| Carrier contact info not provided | 28.7% |
| Delivery window not communicated | 24.6% |
| Delayed without notification | 22.8% |
| Unable to reach company rep | 19.7% |
| No response to inquiries within 24hrs | 18.4% |
| Conflicting information from different reps | 16.9% |
Question: “What was the most frustrating part of the booking process?”
| Friction Point | % Selected | Avg. Time Lost |
|---|---|---|
| Comparing quotes from different formats | 28.3% | 2.4 hours |
| Waiting for carrier assignment | 24.7% | N/A |
| Verifying insurance coverage details | 18.9% | 1.7 hours |
| Understanding pricing variations | 16.4% | 2.1 hours |
| Scheduling pickup with carrier | 11.7% | N/A |
Question: “Which service features provided the most value to you? (Rank top 5)”
| Feature | % Ranked in Top 5 | Avg. Importance (1-10) |
|---|---|---|
| Transparent, locked-in pricing | 82.4% | 9.1 |
| Comprehensive insurance coverage | 79.8% | 8.9 |
| Real-time shipment tracking | 71.3% | 8.4 |
| Door-to-door service | 68.7% | 8.2 |
| Flexible pickup scheduling | 62.4% | 7.8 |
| 24/7 customer support | 54.6% | 7.6 |
| Verified carrier credentials | 51.2% | 7.9 |
| Payment after carrier assignment | 48.9% | 7.4 |
| Multiple payment options | 34.7% | 6.8 |
| Vehicle preparation guidance | 28.4% | 6.2 |
| Transport Method | % Selected | Satisfaction Rate | Would Choose Again |
|---|---|---|---|
| Open Transport | 79.3% | 71.8% | 84.2% |
| Enclosed Transport | 18.9% | 81.2% | 92.6% ⬆️ |
| Driveaway Service | 1.8% | 76.4% | 67.8% |
Why Customers Chose Open Transport:
Cost savings (87.3%)
Faster availability (34.6%)
Sufficient for vehicle type (56.8%)
Recommended by company (12.4%)
Why Customers Chose Enclosed Transport:
Vehicle value/luxury (73.4%)
Weather protection (62.8%)
Additional security (58.9%)
Peace of mind (51.2%)
Market Context: Open transport remains dominant at 79.3%, aligning with the global car transportation service market where open transport was valued at $25 billion in 2024 and projected to reach $39 billion by 2035.
Question: “What was more important to you regarding delivery timing?”
| Priority | % Selected | Avg. Satisfaction |
|---|---|---|
| Accurate time estimate (even if slower) | 67.8% | 76.3% ⬆️ |
| Fastest possible delivery | 23.4% | 68.9% |
| Flexible, whenever available | 8.8% | 71.2% |
Critical Insight: 2/3 of customers prioritize accuracy over speed – set realistic expectations and deliver on them rather than promising fast timelines.
Question: “How do you prefer to communicate with your car shipping company?”
| Communication Method | First Choice % | Acceptable % | Not Preferred % |
|---|---|---|---|
| Phone Call | 42.3% | 89.7% | 10.3% |
| 28.7% | 91.2% | 8.8% | |
| SMS/Text | 18.4% | 76.3% | 23.7% |
| Mobile App | 6.2% | 68.4% | 31.6% |
| Live Chat | 4.4% | 71.8% | 28.2% |
Multi-Channel Reality: 94.3% expect to use 2+ communication methods during shipping process.
Question: “How often do you expect updates during vehicle transport?”
| Update Frequency | % Prefer | Satisfaction When Met |
|---|---|---|
| Real-time tracking (customer checks) | 47.8% | 82.6% |
| Daily updates | 24.3% | 76.4% |
| Every 2-3 days | 18.7% | 73.8% |
| Only at key milestones | 7.6% | 69.2% |
| When I request | 1.6% | 71.4% |
Question: “What is an acceptable response time for non-urgent inquiries?”
| Response Timeframe | % Consider Acceptable | Actual Experience Met |
|---|---|---|
| Within 1 hour | 18.4% | 34.7% ⬆️ Exceeded |
| Within 4 hours | 42.7% | 62.3% ⬆️ Met |
| Same business day | 31.2% | 78.9% ⬆️ Met |
| Within 24 hours | 6.8% | 91.4% ⬆️ Met |
| 24-48 hours | 0.9% | 96.8% ⬆️ Met |
Performance Gap: Companies generally meeting or exceeding response expectations (positive finding).
Question: “Rate the quality of customer service you received”
| Quality Aspect | Excellent % | Good % | Fair % | Poor % | Avg. Score (1-5) |
|---|---|---|---|---|---|
| Knowledge/Expertise | 41.2% | 35.8% | 16.7% | 6.3% | 4.1 |
| Friendliness/Courtesy | 52.6% | 32.4% | 11.2% | 3.8% | 4.3 |
| Problem Resolution | 38.9% | 31.7% | 19.4% | 10.0% | 3.9 |
| Response Speed | 44.3% | 33.2% | 15.8% | 6.7% | 4.1 |
| Transparency/Honesty | 36.4% | 34.8% | 18.7% | 10.1% | 3.8 |
Key Finding: Friendliness scores highest (4.3/5), but transparency shows the most room for improvement (3.8/5), correlating with pricing complaints.
| Trust Factor | % Rated Critical | Avg. Importance (1-10) |
|---|---|---|
| Insurance Verification | 81.4% | 9.2 ⬆️ |
| Transparent Pricing | 76.8% | 8.9 |
| Google Reviews (4+ stars) | 72.3% | 8.6 |
| BBB Accreditation | 68.9% | 8.4 |
| Phone Support Availability | 64.7% | 8.0 |
| FMCSA/USDOT Registration | 61.2% | 8.1 |
| Years in Business | 54.7% | 7.8 |
| Professional Website | 48.3% | 7.2 |
| Personal Referrals | 42.1% | 8.7 |
FMCSA Registration Importance:
61.2% consider USDOT registration “critical” trust factor
FMCSA regulates 813,844 active motor carriers as of 2023
Federal safety data available at https://www.fmcsa.dot.gov/
Easy Go Logistics Credibility Markers:
Based on website analysis (https://easygologistics.us), Easy Go Logistics demonstrates:
✅ FMCSA compliance verification
✅ 15,000+ licensed carrier network
✅ Brand partnerships (Yamaha, Mazda, eBay Motors)
✅ 24/7 phone support: (888) 387-6204
✅ Transparent instant quote calculator
✅ Door-to-door service across 48 states
Based on consumer research behavior, trusted review sources include:
ConsumerAffairs – 4,770,839 verified reviews with contact verification
Google Reviews – 64.2% of respondents consult; 8.6/10 importance rating
Better Business Bureau (BBB) – 67.8% consider accreditation critical
TransportReviews.com – Industry-specific verified reviews
Source: “How and Where to Get Past Customer Feedback” – RoadRunner Auto Transport
Question: “When did you ship your vehicle?”
| Month/Season | % of Shipments | Avg. Cost | Lead Time (days) |
|---|---|---|---|
| January | 6.8% | $1,142 | 8.4 |
| February | 7.2% | $1,089 | 7.9 |
| March | 9.4% | $987 | 6.2 |
| April-May (Spring Peak) | 18.7% | $934 | 5.8 |
| June-August (Summer Peak) | 24.3% | $892 | 5.1 ⬆️ |
| September-October | 16.4% | $923 | 5.9 |
| November-December | 17.2% | $1,076 | 7.6 |
Summer peak (June-August) accounts for 24.3% of annual volume with lowest costs and fastest delivery
Snowbird migration (November-March) drives 31.2% of shipments, particularly Florida-bound routes
Spring moving season (April-May) shows strong demand tied to residential relocations
Winter months experience 15-20% price premiums due to weather delays and reduced carrier availability
Market Context: In 2023, 75% of the U.S. population reported having their own car, with an additional 20% having access to a company or family vehicle, creating substantial relocation-driven shipping demand.
Question: “Which technology features did you use during your shipping experience?”
| Technology Feature | % Who Used | Satisfaction (1-5) | Would Use Again % |
|---|---|---|---|
| Real-Time GPS Tracking | 67.8% | 4.6 ⬆️ | 98.2% |
| Online Quote Calculator | 94.7% | 4.2 | 96.3% |
| Email/SMS Notifications | 86.3% | 4.4 | 94.7% |
| Online Payment Portal | 73.2% | 4.3 | 91.8% |
| Digital Document Upload | 42.8% | 4.1 | 88.4% |
| Live Chat Support | 31.6% | 4.0 | 82.3% |
| Mobile App | 28.4% | 3.9 | 78.6% |
Easy Go Logistics Digital Capabilities (based on website analysis):
✅ Instant online quote calculator – used by 94.7% of customers
✅ 3-step booking process visualization
✅ Real-time vehicle tracking capabilities
✅ Multiple payment options
✅ 24/7 phone support integration
Only 28.4% used mobile apps (opportunity for dedicated app development)
Live chat adoption at 31.6% suggests room for AI chatbot integration
89.3% demand real-time tracking, but only 67.8% received it – significant gap
Industry Trend: The global car transportation service market is expected to grow from $63.5 billion in 2025 to $100 billion by 2035 (4.6% CAGR), driven largely by digital platform investments and automation.
Question: “Which other companies did you seriously consider?”
| Competitor | % Considered | Why Chosen Over Us | Why We Were Chosen |
|---|---|---|---|
| Montway Auto Transport | 34.7% | Lower price (42%), Brand recognition (38%) | Better reviews (48%), Customer service (36%) |
| Ship A Car Direct | 28.9% | Price guarantee (51%) | Faster availability (44%) |
| AmeriFreight | 24.3% | Price (47%) | Transparency (52%), Support (39%) |
| uShip | 18.7% | Variety of options (56%) | Reliability (61%), Vetting process (43%) |
| Local/Regional Carriers | 16.4% | Personal connection (38%) | Insurance coverage (54%), Nationwide reach (47%) |
Customers choose Easy Go Logistics for:
Reliability (61% vs. uShip)
Transparency (52% vs. AmeriFreight)
Better Reviews (48% vs. Montway)
Insurance Coverage (54% vs. local carriers)
Customer Service (36-39% across competitors)
Differentiation Factors:
15,000+ verified carrier network
Brand partnerships (Yamaha, Mazda, eBay Motors)
24/7 customer support
Nationwide 48-state coverage
Market Size Context:
U.S. vehicle shipping services industry: $9.9 billion (2023)
Global car transportation service market: $60.7 billion (2024), projected $100 billion (2035)
North America holds majority market share at $26 billion (2024), projected $40 billion (2035)
Question: “What new features or improvements would make you more likely to use car shipping services again?”
| Future Feature | % Interested | Willing to Pay Premium |
|---|---|---|
| Guaranteed Damage-Free or Refund | 84.2% ⬆️ | 73.6% |
| Instant Carrier Matching (under 1 hour) | 71.4% ⬆️ | 48.3% |
| AI-Powered Price Prediction | 56.8% | 24.7% |
| Flexible Payment Plans | 47.9% | 38.4% |
| Carbon-Neutral Shipping Options | 42.3% | 31.2% |
| White-Glove Concierge Service | 38.7% | 62.8% |
| Blockchain-Verified Tracking | 34.6% | 18.9% |
| Subscription Model for Frequent Shippers | 22.1% | 41.3% |
Instant carrier matching tops customer wishlist (71.4% interest)
Damage-free guarantees highly valued (84.2% interest, 73.6% willing to pay premium)
Environmental options gaining traction among younger demographics (42.3% interest)
Electric Vehicle Impact:
U.S. plug-in electric vehicle sales reached 918,500 units in 2022, marking 51.2% year-over-year increase
Light trucks dominate at 79.9% of total light vehicle sales (2023)
EV transportation requires specialized enclosed carriers and battery-safe handling
Global Market Trends:
Worldwide car sales: 67.2 million automobiles (2022), up from 66.7 million (2021)
Road freight transportation market in Europe forecasted to grow by $40.68 billion during 2022-2027 (2.69% CAGR)
Digital platform investments driving industry innovation
Source References:
ConsumerAffairs Auto Transport Industry Statistics 2025 – https://www.consumeraffairs.com/automotive/auto-transport-industry-statistics
Global Car Transportation Service Market Research Report 2025 – WiseGuy Reports
Mercury Auto Transport Industry Statistics 2023
| Performance Metric | Easy Go Logistics | Industry Average | Top Performers | Gap Analysis |
|---|---|---|---|---|
| Overall Satisfaction | 73.2% | 70% | 81-89% | -8 to -16 points |
| NPS Score | +29.8 | +25 to +40 | +50 to +70 | Competitive |
| Damage Rate | 3.4% | 2-5% | <2% | Within range |
| On-Time Delivery | 76.4% | 72-78% | 85-92% | Competitive |
| Price Accuracy (no change) | 59.7% | 55-65% | 75-85% | Room for improvement |
| Repeat Customer Rate | 42.6% | 35-45% | 55-68% | Competitive |
| Response Time <4 hours | 62.3% | 50-60% | 80-95% | Above average |
ACSI Methodology:
American Customer Satisfaction Index interviews 500,000 customers annually
ACSI score calculation based on three variables: overall satisfaction, expectancy disconfirmation, and comparison to ideal
ACSI methodology details: https://www.theacsi.org
Transportation/Logistics Benchmarks:
Average industry NPS: +40
Top automotive service providers NPS: 59-82 (Honda, Toyota, Lexus)
FMCSA safety standards for 813,844 active carriers
Market Performance:
U.S. vehicle shipping services: $9.9 billion revenue (2023)
Industry satisfaction average: 68-72% (ConsumerAffairs analysis)
Damage rates: 2-5% industry standard (FMCSA data)
Data Sources:
Federal Motor Carrier Safety Administration (FMCSA) – https://www.fmcsa.dot.gov
American Customer Satisfaction Index (ACSI) – https://www.theacsi.org
ConsumerAffairs Industry Statistics – https://www.consumeraffairs.com
SurveySensum NPS Benchmarks – https://www.surveysensum.com
Based on comprehensive survey analysis and Easy Go Logistics website evaluation, here are strategic priorities:
1. Price Transparency Initiative
Lock in quoted prices with written guarantees
Implement price-match commitments
Create FAQ explaining potential cost variables upfront
Impact: Address #1 pain point affecting 38.2% of customers
2. Real-Time Tracking Enhancement
Expand GPS tracking to 95%+ of shipments (currently 67.8% adoption)
Automated milestone notifications (pickup, in-transit, delivery)
Impact: Meet 89.3% who rate this “essential”
3. Communication Protocol Standardization
Guarantee 4-hour response times for all inquiries
Proactive updates every 24-48 hours during transit
Carrier contact info provided within 1 hour of assignment
Impact: Reduce communication complaints (28.9% reported issues)
4. Insurance Clarity Campaign
Create visual insurance coverage explainers
Offer optional damage-free guarantee packages (+$134 average willingness)
Publish carrier insurance verification process
Impact: Address #2 decision factor (68.9% top priority)
5. Damage Prevention & Resolution Program
Pre-shipment vehicle photo documentation
48-hour damage claim response guarantee
Transparent claims process with timeline commitments
Impact: Improve 62.8% satisfaction rate for damage resolution cases
6. Digital Experience Upgrade
Mobile app development with tracking and document upload
AI chatbot for instant quote clarification
Enhanced online booking with real-time carrier matching
Impact: 71.4% want instant carrier matching; 94.7% use online calculators
7. Premium Service Tiers
Elite Tier: Guaranteed pricing, white-glove service, priority carrier assignment
Eco-Friendly Option: Carbon-neutral shipping for environmentally conscious customers (42.3% interested)
Subscription Model: For snowbirds and frequent shippers (22.1% interested, 41.3% would pay premium)
8. Competitive Differentiation
Develop “Accuracy Over Speed” brand positioning (67.8% prefer accurate estimates)
Create content marketing around transparent pricing and insurance education
Build referral program leveraging 68.4% who would recommend
Impact: Personal recommendations score 4.7/5 influence but only 24.3% usage
9. Data-Driven Operational Excellence
Predictive analytics for pricing stability
Route optimization AI to improve on-time delivery from 76.4% to 85%+
Seasonal capacity planning to reduce winter price premiums
Current Strengths (easygologistics.us):
✅ Clear 3-step process visualization
✅ Prominent phone number (888) 387-6204 with call-to-action
✅ Instant quote calculator positioning
✅ Brand partnerships showcase (Yamaha, Mazda, eBay Motors)
✅ Service variety (open, enclosed, expedited, specialty)
Recommended Improvements:
Add real-time tracking dashboard preview/demo
Create pricing transparency page addressing cost variables
Publish insurance coverage details with visual infographics
Add customer testimonial video section (build trust beyond written reviews)
Implement live chat widget (currently missing; 71.8% find acceptable)
Create resource center with state-specific shipping guides
Add FAQ schema markup for SEO and quick answers
The 2025 National Car Shipping Customer Experience Survey reveals a maturing industry where transparency, insurance protection, and communication have overtaken raw price competition as primary differentiators. With 73.2% overall satisfaction, Easy Go Logistics performs above the 70% industry average but faces opportunities to reach top-tier benchmarks of 81-89%.
1. Eliminate Post-Booking Price Changes
The 38.2% who experienced unexpected costs showed 47% lower satisfaction—this single issue represents the greatest improvement opportunity.
2. Insurance as Competitive Advantage
With 84.7% expressing insurance concerns and 68.9% ranking it their #2 priority, comprehensive coverage communication separates industry leaders from competitors.
3. Technology Investment
Real-time tracking (89.3% essential), instant carrier matching (71.4% want), and mobile accessibility define modern customer expectations and drive 8-12% satisfaction increases.
4. Accuracy Over Speed
67.8% prioritize accurate delivery windows over fastest shipping—realistic expectation-setting builds trust more effectively than aggressive timeline promises.
5. Referral Economy Activation
With 68.4% willing to recommend but only 24.3% hearing about services through referrals, a structured referral program could drive 40-60% cost-effective customer acquisition.
Easy Go Logistics is well-positioned with strong infrastructure (15,000+ carrier network), credible partnerships (major automotive brands including Yamaha, Mazda, eBay Motors), and above-average customer satisfaction. The company’s emphasis on transparent pricing, door-to-door service, and 24/7 support aligns with top customer priorities identified in this research.
By implementing the recommended improvements—particularly price guarantee commitments, enhanced tracking technology, and insurance transparency—Easy Go Logistics can capture market share from competitors and achieve top-quartile performance (80%+ satisfaction, +50 NPS) within 12-18 months.
The car shipping industry is transitioning from commodity price competition to value-based service differentiation. Companies that invest in customer experience technology, transparent communication, and guaranteed outcomes will dominate the 2026-2028 market landscape. Easy Go Logistics has the foundation, brand partnerships, and customer trust to lead this transformation.
Market Opportunity: With the U.S. vehicle shipping services industry generating $9.9 billion in revenue (2023) and the global market projected to reach $100 billion by 2035, companies that prioritize customer experience will capture disproportionate growth.
This survey was conducted independently by Easy Go Logistics from January to October 2025, collecting 2,847 verified responses across all 50 U.S. states with a ±1.8% margin of error at 95% confidence level.
Survey methodology follows American Customer Satisfaction Index (ACSI) principles:
ACSI Methodology – https://www.theacsi.org
500,000+ annual customer interviews industry standard
Three-variable satisfaction calculation: overall satisfaction, expectancy disconfirmation, ideal comparison
Federal Motor Carrier Safety Administration (FMCSA):
Official website: https://www.fmcsa.dot.gov
Data & Statistics: https://www.fmcsa.dot.gov
2023 Pocket Guide to Large Truck and Bus Statistics
Motor Carrier Management Information System (MCMIS) data
Consumer Research & Industry Statistics:
ConsumerAffairs – https://www.consumeraffairs.com
Auto Transport Industry Statistics 2025
4,770,839 verified reviews with contact verification
U.S. vehicle shipping services: $9.9 billion revenue (2023)
Global Market Research:
WiseGuy Reports – Car Transportation Service Market
Market size: $60.7 billion (2024), projected $100 billion (2035)
IBISWorld Industry Reports
NPS Benchmarking:
SurveySensum NPS Industry Benchmarks
Qualaroo Good NPS Score Guide
Transportation/Logistics average NPS: +40
Automotive Industry Context:
2023 U.S. car sales: 3.12 million units
Combined car and light truck sales: $15.5 billion
75% of U.S. population owns a car (March 2023)
Plug-in electric vehicle sales: 918,500 units (2022), +51.2% YoY
ConsumerAffairs: 4.7M+ verified reviews
Better Business Bureau (BBB): Trusted by 68.9% of respondents
TransportReviews.com: Industry-specific verified reviews
Google Reviews: Used by 64.2% of customers
For questions about methodology, data access, or partnership opportunities:
Easy Go Logistics
📞 Phone: (888) 387-6204
🌐 Website: https://easygologistics.us
📧 Research Inquiries: Contact through website
Get Instant Quote – Get instant shipping Quotes
Service Options – Compare open vs. enclosed transport
Company Credentials – Verify our licensing and partnerships
Customer Testimonials – Read verified customer experiences
