Port survey on customer satisfaction
The Customer Satisfaction Index is a survey which has been conducted at regular intervals at the Port of Gothenburg since 2003. A total of 285 customers were included in the latest survey, 170 of whom completed the questionnaire (response rate 59.6%). From their point of view, the Port Authority has raised customer satisfaction index from 68 to 71.
Among other things, services in connection with vessel calls received good grades. It was also noted that the Port Authority has a good level of security to prevent unauthorised persons from entering the port area.
The biggest leap in customer satisfaction development among terminal operators can be seen at Gothenburg’s ro-ro terminal, whose customers give a customer satisfaction index of 70, compared to 58 at the last measurement in 2019.
The container terminal operator APM Terminals has the highest customer satisfaction rate among terminal operators, increasing from 70 to 74. (sh)