ARLINGTON, VIRGINIA — As the cold chain industry experiences innovation and growth, third-party logistics providers are becoming more responsive, agile, and customer-centric. The GCCA Cold Chain Customer Research Report sheds light on the perceptions and trends that matter most to food companies.

The report is the culmination of an 18-month long research initiative, which included focus groups and a comprehensive survey of over 270 food processors, distributors, and retailers in 14 countries.

“Cold chain providers act as an extension of the food companies they serve by protecting their brands and keeping food safe. Promoting that critical mission is a strategic initiative of the industry,” explained Corey Rosenbusch, President & CEO, Global Cold Chain Alliance. “It’s important to communicate the differentiated value GCCA members offer their customers based on data and a firm understanding of customer perceptions of the industry.”

Over 70 percent of customers responded that they were satisfied with their primary cold chain provider. They also reported that they wanted cold chain providers to see themselves as extensions of their brands, as opposed to just service providers. Protecting their brand and ensuring food safety were the highest priorities of the food companies.

The findings also revealed that customer service is a key driver of customer retention and attrition. Respondents confirmed that it was in the top criteria for selecting a provider, and the primary reason for changing providers. While over 80 percent of customers reported an increase in cold chain logistics costs over the past year, cost transparency and service quality were identified as more important priorities.

The GCCA Cold Chain Customer Research Report is available to download for free on the GCCA website at www.gcca.org/customerresearch.

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Contact: Laura Poko, Director of Marketing & Communications, GCCA at +1 703 373 4300 or lpoko@gcca.org.

About the Global Cold Chain Alliance

Comprised of its Core Partners, including the International Association of Refrigerated Warehouses, the World Food Logistics Organization, the International Refrigerated Transportation Association, and the International Association for Cold Storage Construction, the Global Cold Chain Alliance (GCCA) represents all major industries engaged in temperature-controlled logistics. GCCA unites partners to be innovative leaders in the temperature-controlled products industry. For more information about GCCA, visit www.gcca.org.