Port scores best in client satisfaction
‘TNPA understands that the delivery of quality and efficient service is pivotal to retaining existing customers and generating new business.’
The Port of Mossel Bay is the number one port as far as customer satisfaction is concerned, for the second consecutive year.
This is as a result of teamwork, dedication and the recognition by employees, that the customer is king, affirmed port manager, Shadrack Tshikalange, referring to the results of an "Integrated Customer Survey". “TNPA understands that the delivery of quality and efficient service is pivotal to retaining existing customers and generating new business. Each successive interaction that a customer has with Transnet is a meaningful experience for that customer,” he said.
Transnet established a Group Commercial section to facilitate an integrated customer focus within a broader Transnet Commercial Team.
A strategic objective for conducting the research is to establish trends and offer a base for longitudinal comparisons.
There has been, however, a slight decrease in the service levels at the Port of Mossel Bay, from an effort score of 9.00 to 7.25 which indicates that we need to make a concerted effort to improve our effort score, by exceeding customer expectations on a consistent basis, said Sithembiso Soyaya, Customer Relations and Corporate Affairs Manager at the Port of Mossel Bay.
“Understanding and constantly improving the customer service and experience is a strategic imperative for customer-driven organisations. Providing an experience that is in line with the corporate message or brand is the best way to establish satisfied customers,” Soyaya said.