Lifting standards

Our aspiration is to be the World's Best Terminal Company for our shipping and landside customers and we will continue to roll out products, services and experiences that meet, and surpass, their logistics needs now and in the future.

This will be combined with a consistent global customer experience that is made up of safe and reliable operations, competitive pricing, service you can trust and the fastest vessel turn time in the industry.

We’re well on the road to increasing customer satisfaction. Between 2019 and 2022, our Net Promoter Score - how we measure customer satisfaction - has risen consistently each year for both landside and shipping line customers. In the first quarter of 2023 we achieved the highest NPS score in our history. But most importantly we take the detailed feedback provided by our customers to identify areas of improvement and implement them as quickly as possible.

We will continue to build this world-class customer experience by digitalising and automating our operations as much as possible – and offer our customers relevant digital products and services across the full customer journey with APM Terminals. We have seen a strong uptake of our digital products, that enable our customers to stay ahead of the curve and plan their supply chains better

A key focus for 2023 is reducing Port Stays You can read more about our progress on the tab below.

With our aspiration of 20% port stay reduction by 2023 and 30% port stay reduction by 2025 across terminals worldwide, we have set the bar high, because we know that – especially in challenging times ahead – our customers need to unlock new opportunities to keep growing.

As a result of shorter port stays, customers can benefit from cost savings from reduced bunker consumption, slower onward steaming speeds, and improved schedule reliability (for some) but also a positive environmental impact. 

Carbon Intensity Indicator

Shorter port-stays result in lower CO2 emissions, which in turn improve the Carbon Intensity Indicator (CII). This is a measure of how efficiently a ship transports goods and is given in grams of CO2 emitted per cargo-carrying capacity and nautical mile.

A ship receives an annual rating ranging from A to E. Rating thresholds will become increasingly stringent towards 2030. For ships that achieve a D rating for three consecutive years or an E rating in a single year, a corrective action plan needs to be developed

By minimizing time spent in port, we can improve the CII of the vessel, positively affecting both the port-stay and the “cost” of the subsequent sea-leg to next port of call. Collaborating closed with customers on waste reduction is a win-win move for both our customers and the environment.

We are committed to take urgent action to combat climate change and safeguard our planet. We see responsible and compliant business practices, sustainability and decarbonization of trade becoming non-negotiable for our colleagues, our customers, and the societies we serve. 

We have committed to an industry-leading reduction in our absolute (total) emissions by 70% in the period 2020-2030 and Net Zero emissions by 2040. This is the most ambitious target set by any terminal operator to date.

To meet this commitment we are working hard to achieve zero-emission container handling services, without using carbon offsetting. Instead, we are utilising technologies in our terminals to deliver zero-emission container handling services. 

Learn more on our Decarbonisation page.

We have the best people in the industry, and we want to inspire them to continue to do their best work, to be their best selves, and to invest in the life-long learning and skills development we offer with our Way of Working.

We believe we are the best place to work in the terminals business and we will become the World’s Best Terminal Company by having every heart and brain in the game. We cultivate a diverse group of talent who have a deep sense of purpose, ownership, empowerment, and respect for inclusion.

We enable our people to grow, and develop at every level, creating exceptional leaders who win by bringing out the best in our people and teams.