.5", "1020.4", "1052.3", "( 17 ) % (  % )", "( 3 ) % (  % )"], ["revenue ton-miles ( billions )", "479.2", "562.6", "561.8", "( 15 ) % (  % )", "-"], ["operating ratio", "76.0", "77.3", "79.3", "( 1.3 ) pt", "( 2.0 ) pt"], ["employees ( average )", "43531", "48242", "50089", "( 10 ) % (  % )", "( 4 ) % (  % )"], ["customer satisfaction index", "88", "83", "79", "5 pt", "4 pt"]]