FedEx Freight has seen gains in customer experience benchmarks after refining its operations and creating a dedicated framework for less-than-truckload services, according to President and CEO John Smith during a June 25 analyst call.

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Smith attributed the progress to a sales force strengthening ties with established clients, a sales team now stationed at service hubs, and fresh customer-facing tools developed over the last year. These enhancements preceded the company’s June 1 separation from parent FedEx. He pointed to early indicators of improvement across key customer experience measures, such as quarterly Mastio data, and noted an 8% sequential rise in overall customer experience scores.

To speed up revenue expansion, executives had earlier emphasized that elevating customer experience is central to the firm’s emergence as a standalone entity. The carrier projects revenue growth of 4% to 6% for the final seven months of 2026 versus the same stretch in 2025, as disclosed in its earnings report.

Smith said the company is deploying artificial intelligence throughout the organization to boost efficiency and is constantly exploring ways to embed AI into workflows and train staff on optimizing performance, per its June Q4 earnings presentation. In May, the firm introduced a new freight pricing system built on a modern, adaptable, and expandable technology platform, which Smith said removed the need for substantial manual effort. Since FedEx Freight debuted its own website in May, it has attracted nearly 500,000 unique visitors, and roughly 250,000 online shipments have been booked.

Executive Vice President and CFO Marshall Witt remarked on the call that the company’s technology transformation investments are starting to yield results. Smith highlighted the carrier’s dual-service model, which typically offers one- to three-day priority shipping and a more economical three- to six-day economy option, all within its own national network. He noted that the priority service is about 40% quicker than the closest rival based on published transit times. Beyond tech investments, deepening LTL expertise has also helped strengthen ties with current clients and attract new business, Smith said. He observed that this investment is gaining traction as the sales team builds customer connections, offers tailored LTL solutions, and speeds up adoption of updated LTL-focused technology platforms. To further this customer service approach, the company expanded its sales team to over 500 earlier this year.

Smith expressed confidence in delivering on its clear and straightforward strategy, stating that the company is building a more efficient, resilient, and customer-centric organization designed specifically for the LTL market. Interactive table based on the Store Companies dataset for this report.

Source: IndexBox Market Intelligence Platform