October 02 2020
Customer satisfaction at APM Terminals Gothenburg higher than ever
High levels of flexibility, creative solutions, and putting the customers interests first, have all contributed to a significant increase in customer satisfaction at APM Terminals Gothenburg.
Commenting on the significant challenges for Swedish product owners, shipping lines and train operators brought about by the COVID-19 pandemic, Magnus Lundberg, Commercial Manager at APM Terminals Gothenburg said, “As Sweden's largest terminal, APM Terminals Gothenburg, together with our partners, has a responsibility to maintain Swedish trade. We see that our market shares are increasing in a declining market and I am both proud of the efforts we have all made and at the same time grateful for the trust from our customers.”
Proactively meeting customer needs
Several times a year, APM Terminals Gothenburg conducts customer surveys, where they evaluate NPS (Net Promoter Score), which is a key indicator of customer satisfaction. “The steadily increasing NPS result is a clear indication that we are focusing on the right things to meet our customers’ expectations. Our customers have also highlighted further areas of improvement, something we take very seriously and see as an exciting challenge,: says Jasmin Mujdzic, Operations Manager at APM Terminals in Gothenburg.
“At APM Terminals Gothenburg, we place great value on both incremental and significant improvements on a daily basis. In order to offer improvements that bring real value, we need to get to know our customers even better and work together to understand their needs. This is an area that we’re actively developing at the moment,” concludes Jasmin Mujdzic.