Customers rate the services offered by Portbase as a 7.8. This was the result of an extensive survey by Integron into customer satisfaction among businesses concerning their experiences with information exchange via the port-transcending Port Community System. Nearly 1,000 individuals with backgrounds in Dutch and German logistical operations participated in the survey.
Survey participants emphasized their satisfaction, saying: “Absolutely indispensable. It saves us time and therefore money.” And also: “In recent years, Portbase has succeeded in tailoring its reliability and functionality to the needs of the user.”
“Quantifying customer satisfaction is therefore crucial for us. Based on the survey results, we can take the following steps to improve our services to the logistical chain.”
But in addition to their appreciation, businesses also indicated some areas for improvement. Portbase will now be taking concrete action to address these issues. In particular, the communication surrounding maintenance and malfunctions, usability and functionality of certain services, follow-up from the Service Desk and the handling of customer complaints offer opportunities for improvement.
From all stages in the logistical chain
In the customer satisfaction survey, conducted in November of last year, all customer groups from the logistical chain were represented: forwarders, importers and exporters, shipping companies, shipbrokers and agents, hinterland transporters, both sea and inland terminals and empty depot managers. 792 of these businesses are based in the Netherlands and 150 in Germany.
Portbase organises a comparable customer satisfaction survey every two years. In previous editions, the overall rating was a 7.7 (in 2013) and a 7.6 (2011).
Iwan van der Wolf, Managing Director at Portbase: “The exchange of information via the Port Community System can be reckoned a success or a failure according to the satisfaction of the participants. Quantifying customer satisfaction is therefore crucial for us. Based on the survey results, we can take the following steps to improve our services to the logistical chain.”