Port of Gothenburg clients are more and more glad with terminals and providers on the port. This may be seen from the newest outcomes of the Buyer Satisfaction Index, a survey performed at common intervals on the Port of Gothenburg since 2003.
The port’s clients have had a say in virtually all issues port associated, and the outcomes of the survey present that buyer satisfaction is growing extensively all through the Port of Gothenburg.
The Gothenburg Port Authority has raised buyer satisfaction index from 68 to 71. Prospects are experiencing, amongst different issues, that providers in reference to vessel calls are very excessive and that the Port Authority has an excellent degree of safety to forestall unauthorized individuals from coming into the port space.
“We’re actually happy to see that the Port Authority, our terminal operators and repair suppliers across the port proceed to extend in buyer satisfaction. Our technique, to develop by delivering glorious services and products to our joint clients within the port advanced is paying off. By working along with our Companions within the port all of us attempt to enrich one another’s providing to ship an excellent complete worth to our frequent end-customers,” mentioned Elvir Dzanic, Gothenburg Port Authority chief government.
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Elevated buyer satisfaction on the port’s terminals
The largest leap in buyer satisfaction improvement amongst terminal operators might be seen at Gothenburg RoRo Terminal, whose clients give a buyer satisfaction index of 70, in comparison with 58 on the final measurement in 2019.
“We have now put lots of power into enhancements on the terminal and we’re delighted to see that it has an affect on our clients. All of our staff needs to be happy with that. However we gained’t settle and can proceed to work in keeping with our outlined plan with further customer-specific options with sustainability in focus,” mentioned Maria Franksen, Gothenburg RoRo Terminal chief government.
The largest leap in buyer satisfaction improvement amongst terminal operators might be seen at Gothenburg RoRo Terminal. Picture: Gothenburg Port Authority.
Container terminal operator APM Terminals has the best buyer satisfaction amongst terminal operators. APM Terminals proceed to extend from a excessive degree, from 70 to 74. The automotive terminal, Logent Ports and Terminals, will increase from 64 to 67. Stena Line had too few respondents within the survey to acquire a assured end result.
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Growth potential
There are areas that the Port Authority will proceed to work on primarily based on what has emerged within the buyer survey. The port will proceed to prioritize private interactions with clients and companions, one thing that’s perceived as essential for buyer satisfaction. The port may even proceed to be attentive to clients and companions’ long-term, strategic wants. There may be additionally potential to additional develop how the port shares details about future work and plans reminiscent of upkeep work and improvement plans, in addition to digitalisation conversion all through the freight hub.
Reality file: Happy Buyer Index
The Happy Buyer Index is a standardised, established technique of measuring buyer satisfaction. The survey is performed by advertising and marketing analysis firm Evimetrix on behalf of the Gothenburg Port Authority. It has been run since 2003.
Port of Gothenburg clients are outlined as those that use the port and its terminal operators, and so they embody items house owners, transport corporations, brokers and logistics corporations. A complete of 285 clients had been included within the survey, 170 of whom accomplished the questionnaire (response price 59,6%). The survey was performed throughout December 2021 – January 2022.
Supply: Port of Gothenburg
