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Loaded & Unloaded - Helsingborgs Hamn AB

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SCI shows we’re on the right track<br />

As part of our quality and environment<br />

work we asked our<br />

customers to complete a questionnaire.<br />

We have now compiled<br />

our satisfied customer<br />

index, SCI.<br />

”I’m pleased about the result of the<br />

survey and think we got good response<br />

with a good result this year,”<br />

says Andréas Eriksson, Marketing and<br />

Information Manager at the Port.<br />

”But we are of course always striving<br />

to improve, and we really do pay attention<br />

to what our customers think.<br />

The answers in the SCI provide us<br />

with important information about<br />

More rail shuttles are wanted.<br />

Marketing & Information Manager<br />

Andréas Eriksson.<br />

how the Port functions today, but<br />

perhaps mainly with guidance as to<br />

what we can improve. We are dependent<br />

on our customers - thanks<br />

to them we have a port and a job.”<br />

Wishes become concrete initiatives<br />

The customers’ opinions are very<br />

valuable for the improvement of our<br />

customer service. One of the viewpoints<br />

that emerged from the survey<br />

was that “we would like to see more<br />

rail shuttles”. We can now say that<br />

we have started a rail campaign to<br />

increase the number of shuttles from<br />

the Combiterminal. There were<br />

also requests for “more information<br />

about who among the staff does<br />

what”. We will soon be launching a<br />

new website in order to improve our<br />

accessibility and make it easier to find<br />

the right person for providing quick<br />

answers and correct information.<br />

Becoming even better<br />

”We mustn’t forget that the existing<br />

choices are extensive and that there<br />

are many ports competing,” says Andréas<br />

Eriksson. ”One comment in the<br />

survey takes this up. ’In the expansive<br />

phase in which the Port of Helsingborg<br />

finds itself, it is important not to<br />

lose the advantages of a small port<br />

and to demonstrate flexibility and to<br />

be alert to our requirements.’ We regard<br />

this as an important point, but it<br />

also corresponds well with our vision<br />

’Your best business partner - now<br />

and in the future’. We will be performing<br />

a new SCI at least once a year<br />

to follow up our work. The challenge<br />

is to move the result to even more<br />

positive figures in the next SCI.”<br />

11

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