GCCA Releases Cold Chain Customer Research Report

Research finds that customer service is key for processors' relationship with cold chain providers

The Global Cold Chain Alliance (GCCA) has released a report detailing the results of an 18-month long research initiative.

The GCCA report compiles the results of focus groups and a survey of more than 270 food processors, distributors and retailers in 14 countries. More than 70 percent of respondents said they were happy with their primary cold chain provider. The highest priorities of the food companies were protecting their brand and food safety.

“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.”

The report also shows that customer service was both the top criteria for selecting a cold chain provider and the primary reason for changing providers. More than 80 percent of respondents reported an increase in cold chain logistics costs over the last year, but cost transparency and service quality were chosen as more important priorities than cost.

The full report can be downloaded from the GCCA website at www.gcca.org/customerresearch.

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Casey Laughman is the former Editor in Chief of Food Engineering magazine. He has almost two decades’ experience as a writer and editor for mainstream and trade publications. He spent several years as a writer and editor for two news services before becoming the editor of a legal publication and managing editor of a trade magazine that covered the commercial facilities market.