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June 29, 2018

Ocean carriers' service disappoints many customers, says survey

According to the second annual shipper satisfaction survey of Drewry and the European Shippers' Council (ESC), the service provided by container shipping lines has deteriorated since 2016 and is now seen by exporters, importers and freight forwarders as more problematic

The joint ESC and Drewry survey reveals that the 400 shippers and forwarders who took part rated the service of container shipping lines with a score of 3.2 on average on a scale of 1 (very dissatisfied) to 5 (very satisfied).

There were different levels of satisfaction for 16 different carrier activities reviewed in the survey. Satisfaction with documentation accuracy scored 3.4, but quality of customer service received only 2.9 and transit times and reliability of booking/cargo shipped as booked attracted scores of between 2.9 and 3.

All the service features, in effect, received a poor or medium level of satisfaction score from customers.

Shippers and forwarders also said that carrier performance has deteriorated between 2016 and 2017 in four areas: the range of different available carriers, the range of different available services, the price of service and the overall carrier service quality.

"It is disappointing that, even after the big re-organisation of container services following the start of new alliances, carriers still do not meet the expectations of their customers - on the contrary," said Nik Delmeire, Secretary General of the European Shippers' Council.

Source: Drewry