Download annual report 2010 - Port of Rotterdam

The Port of Rotterdam Authority Annual report 2010
4.2 Our relationship with the
customer
Introduction
We have two categories of contracted customers: location related customers and
customers that handle cargo. Location related customers are, for example,
refineries, chemical companies and terminals for handling and storing goods.
Customers that handle cargo are the large companies that execute checks on the
transport of goods. We do not have a contractual relationship with shippers and
forwarders (the so called “customer behind the customer”). Nevertheless, we believe
it is important to maintain a good and solid relationship with them; not least because
they have a significant effect on good flows. Therefore, shippers and forwarders
form part of a third category, i.e. non-contract customers.
In 2010 we strengthened our contacts with the most important location and good
handling customers. The “executive account programme” was a critical element in
this. Executive Board members frequently visit companies in the port and outside
the port. They discuss the strategic developments of the port and the interests of
those companies in these developments.
Customer satisfaction
In order to create and maintain good relationships, it is important to know how our
customers perceive the services of the Port of Rotterdam Authority. We carried out
a customer satisfaction survey at the beginning of 2010. The score for general
customer satisfaction levels was 7.2, similar to the 2007 result. The target for 2009
was a score of 7.4. Unfortunately we did not reach our target score. Nevertheless,
the customers believe that the quality of our services has improved; in particular
communication and cooperation improved substantially. We evaluated the results of
the survey and discussed the criticism with the companies involved. Points of
improvement are particularly related to accessibility, “value for money” and dealing
with complaints. Our target for the 2012 survey is a score of 7.4.
Report of the Port Authority > Customer
49