Port of HaminaKotka Ltd conducts regular customer satisfaction surveys to develop its service quality and to get an idea of the customers’ wishes and needs. The most recent customer satisfaction survey was carried out in September this autumn in the form of telephone interviews by Innolink Oy.
The survey indicated that customer satisfaction continues to be at a good level. When comparing the results to the results of the previous survey in 2021, most progress had been attained in the availability and suitability of the operation areas, providing information on the port and its services, and customer focus of operations. The port was assessed to have best success in it being a reliable partner to its customers. The invoicing service, availability of services that match the customers’ needs and the speed of responding to requests for contact were also rated as successes. On the other hand, there were issues requiring improvement especially in the functioning of weighbridge services, and the port company has already taken steps to improve these.
According to the survey, the customers thought that the preferred means of obtaining information were newsletters received by email, and the port’s website. In the 2021 survey, improvements were hoped in the supply of information, which is why this area has been developed, and it is now possible to subscribe to the newsletters published on the website of Port of HaminaKotka Ltd in Finnish directly to e-mail. The respondents thought that other preferred means of obtaining information include personal visits and contacts by telephone.
The overall grade for the performance of Port of HaminaKotka Ltd had improved in the most recent survey from the previous one, and customer satisfaction is at a good level overall. Thank you all for providing valuable feedback in the survey. The product packages drawn among the respondents have been delivered to the lucky winners.