Ex, I (and we) point the blame where it is due. Damaged freight? Probably not a management problem. Freight delayed due to prioritizing "bill count" instead of service? Absolutely a management problem! Poor customer service as a direct consequence of that? Absolutely a management problem. I remember well one of my customers (and they weren't the only one by any means) who would utilize us to move pup-loads of their raw materials to their production facility. The stuff only made one bill on a pup trailer, so it would sit and sit and sit in Dallas because the "bean counters" were prioritizing "bill count" instead of moving the freight. About the second time the customer had to suspend production because their raw material was still sitting in Dallas, that was the end of utilizing us for much of anything.
When we were Yellow Transportation, we had our premium "Exact Express" with 99.5%+ on time service. If we missed an Exact Express, heads rolled. Merged with Roadway, and "Time-Critical" became the premium service. From 2009 onwards, failure rates were abysmal. We eventually lost a major airline customer because of chronic service failures across the entire country. That was absolutely, positively a management blunder. I could go on and on, but you get the point.