The goal was to identify strengths and areas for improvement in customer experience and enable customers to contribute their opinions and insights to the development of collaboration.
The most significant value that our customers and partners perceive from us is flexibility. The Port is seen as a highly collaborative partner that considers the individual needs of the customer.
The willingness to recommend is the highest measured in the 2020s, with an NPS (Net Promoter Score) of 56 and an upward-trending overall satisfaction of 3.3 on a scale of 1–4. According to our survey, 65% of our customers would recommend the Port of Turku.
Thanks were given, as in previous years, for the Port’s willingness to provide services, flexibility, and the expertise of the Port personnel. The vessel services offered by port control took the top spot on the list with a score of 3.38 (on a scale of 1–4).
Less thanks were given to the prices and fees for services, which is understandable in the light of the recent tight economic situation. The services offered to drivers and the condition of storage shelters received the most improvement suggestions.
The customer satisfaction survey also included open-ended written responses, from which we received a wealth of valuable feedback on both our areas for improvement and success. In the open responses, flexibility, customer orientation and reliability are repeatedly highlighted positively. Customers feel acknowledged in a solution-oriented and professional manner.
Environmental awareness is also evident in the Port’s customer survey, with a desire for increased investment in responsibility, especially on the environmental side.
Where do we go from here?
We wish to thank all the respondents. The answers provided us with valuable information for the development of our business operations. Our goal is to ensure through all possible measures that the operating prerequisites of the Port and the port operators will be secured in future changes as well. We strive to develop the areas of development that have been brought up, for example, improving the services of the drivers in co-operation with our customers.
We also aim to continue and strengthen the operations in accordance with our values, as well as our current strengths. We find it important that we can continue to serve our customers reliably and with expertise. We firmly believe that attractive connections are built through flexible co-operation together with our customers.
Text: Aija Kallio