Memoria Sostenibilidad - Puerto de A Coruña

Sustainability report 2008
A Coruña's Port Authority
nels, as is the User Enquiry Desk through which clients can present their
doubts, suggestions and complaints.
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6.5.1.1 Service Quality
During 2008 93 complaints from clients were registered at the office's
Enquiry Desk, the majority of which were related to invoicing. By 16th March 2009, all those complaints were resolved.
Another way of uncovering the worries and concerns of clients is
through opinion polls (GRIPR6) implemented through A Coruña Port
Authority's quality management framework, as set out by standard ISO
9001:2000 of 2007. At the end of 2008 a mail out of questionnaires
was sent out to the 30 clients with the highest invoices of 2007, who
together make up 91.2% of the Port Authority's turnover. As a result a
return rate of 36.7% was achieved, 56.7% of which were related to invoicing.
A score of 6.41 out of 10 was achieved (overall average of the questionnaires).
Overall, those asked were satisfied with port services, although many
comments were made on the improvements required like the control
and cleaning of buildings, communal areas and gardens, generic information
on the port and its services, the dumping zone for merchandise, the
level of vigilance and security in the port, the funding, conservation and
maintenance of the port's infrastructures and spaces, the attention of
the port's management and the capabilities of the complaints procedures.
6.5.1.2 Commercial activity
Forums and Working Days aimed at our clients.
A Coruña's Port Authority has organised the following fora and working
days aimed at our clients:
- 3 rd A Coruña Port's Client’s Forum.
Since its creation by the Port Authority in 2006, this forum is organised
annually, and is attended by the port's major clients. This forum
serves as a meeting point to reflect together on the current and
future situation of port facilities, with the aim of improving the port's
services and competitiveness. The main interest and advantage to
the clients of attending the Forum is the opportunity to jointly study
the current situation of the different sectors of port activity, its
surroundings and general economical situation, etc. This year there
were presentations on Port Traffic, the Sustainability Report, investments
and the Outer Port. During the day, on top of the presentations,
there was also a tour of the Outer Port.