While the global shipping industry struggles under cost pressures and declining profitability, U.S.-based Matson has distinguished itself through operational excellence and customer-focused service, reaffirming its market leadership. The company recently claimed the top spot among ocean carriers in Logistics Management magazine's annual Quest for Quality Awards, the industry's benchmark for customer satisfaction and operational performance.
Industry Recognition of Excellence
Now in its 31st year, the Quest for Quality Awards are determined through an annual survey of transportation and logistics service buyers. This year's survey attracted over 7,400 participants who evaluated providers across five key criteria: on-time performance, value, information technology, customer service, and equipment/operations.
Matson achieved the highest weighted score among all ocean carriers, ranking first in on-time performance and information technology, while securing second place in customer service and equipment/operations. These results demonstrate Matson's comprehensive excellence across critical service dimensions.
Operational Excellence Drives Success
Matson's industry-leading position stems from continuous investments in technology and process optimization. The company maintains exceptional on-time delivery through efficient vessel scheduling, advanced port operations, and a reliable inland transportation network. Its sophisticated cargo tracking systems and online platforms provide customers with real-time shipment visibility.
Beyond operational metrics, Matson prioritizes customer relationships through dedicated service teams and proactive feedback mechanisms. This customer-centric approach enables continuous service improvements aligned with evolving market needs.
Industry Validation
"Matson's top ranking reflects outstanding achievement in both customer satisfaction and operational excellence," noted the editor of Logistics Management. "Maintaining this level of service in today's challenging environment is particularly noteworthy."
A survey participant commented: "Our longstanding partnership with Matson consistently delivers superior service. Their exceptional on-time performance, advanced IT systems, and responsive customer support set them apart in the industry."
Sustained Commitment to Innovation
Matson's success reflects decades of focused innovation in the domestic shipping market. The company has strategically expanded services while investing in digital transformation, including next-generation tracking platforms and online service portals. Equally important is its investment in human capital, with comprehensive training programs fostering operational expertise.
President and CEO Matt Cox stated: "This recognition honors our team's dedication. We remain committed to enhancing service quality and delivering value to customers."
Future-Focused Growth
Looking ahead, Matson plans continued technology investments and service expansions to provide comprehensive logistics solutions. The company's proven formula—combining operational discipline, technological innovation, and customer intimacy—offers a model for success in an increasingly competitive shipping landscape.
The formal award presentation will occur on September 24 in San Antonio during the Council of Supply Chain Management Professionals annual conference, where industry leaders will gather to discuss emerging trends and best practices.