Business-oriented development of the customer experience

News – 2020 – Business-oriented development of the customer experience

We recently commissioned a customer survey conducted by Corporate Spirit Oy which aimed at identifying the strengths and areas for further development in the Port’s customer experience, as well as supporting and developing the customer experience provided by the Port personnel. Our goal is to create a basis for the development of a strategic customer point of view.

The survey was sent to 268 people of whom 85 responded, so the response rate stood at 31.7%. 71% of the respondents have contacts with the Port or its partners at least on a daily basis, and 86% of them have used the Port of Turku for more than 10 years.

The most important reasons for using the Port of Turku were geographical location (32%) and suitable ship schedules (16%).

The Port of Turku is valued as an excellent partner. 46% of the respondents would recommend us. The share of critical respondents was 14%.

As for questions about co-operation, the most positive feedback was given for the technical services, as well as sales and marketing. Particularly positive feedback was also given for the expertise of the Port personnel. The respondents found room for improvement in the Port’s technical standard, such as the condition of the storage shelters, internal traffic arrangements in the port area, and crane services.

This time we also asked about the brand of the Port of Turku. Based on the results, we can note that in our customers’ opinion our strengths are the high level of expertise of the Port personnel (91% of the respondents thought so), willingness to serve, flexibility, and reliability. The respondents thought that there is room for improvement in renewing ourselves.

It was clearly visible in the results that the customer groups that visited the Port of Turku on a daily basis are more critical about the Port’s operations compared to those who use the Port’s services less frequently. We have already taken measures to fix that e.g. by arranging joint operative meetings and improving the information services about current issues.

We will continue operations in accordance with our values and strengths, to improve the Port’s customer-oriented approach and willingness to serve as well as reliability.