Factor 1 is composed of: "the ability of the carrier to deliver damage-free goods"; "advance notice of transit delays if possible"; "shipment security"; "the ability of the carrier to customize its services to meet specific and/or unique needs to handle emergency shipment"; "length of promised transit times" and; "the ability to adhere to special shipping instructions". In fact all these criteria are specifically related to the reliability of the carrier. That is why Factor 1 is named as "Reliability of the carrier". Factor 2 is composed of: "on time deliveries"; "prompt action on complaints related to carrier's service"; "electronic (online terminal) interface for tracing"; "electronic (online terminal) interface for pickup"; "carrier's general attitude towards problems/complaints" and; "electronic interface for billing". As can be seen, the criteria under this factor are concerned with the prompt response of the carrier. Therefore Factor 2 is named as "Prompt response in the delivery cycle".