Customer Feedback Form

Customer Feedback Form

Dear Customer
We continuously strive to improve and enhance our customers' business by providing the very highest quality, up-to-date, value added products and services possible. In order to achieve our goal we would highly appreciate your feedback.
This survey will take no more than 10 minutes of your time and will assist us in improving our service to your company.

Crewing

Was there a good response to your correspondence and feedback?
Were your arrangements confirmed before your arrival?
Was your meet and assist service on time?
Were our drivers helpful and friendly?
Was the assistance given helpful?
Was your driver always reachable?
Did the crewing department demonstrate good problem solving skills?
Was our crewing team / driver easily identifiable upon your arrival?

Procurement

Did you experience a timely response to your quotation request?
Were you properly introduced to your procurement agent?
Were your deliveries on time?
Were the items delivered to your satisfaction and to a good standard / quality?
How would you rate your agent’s product knowledge?
Did your agent demonstrate good problem solving skills?

Vessel Agency

Was the EPDA (Estimate Port Disbursement Account) delivered to your satisfaction and on time?
Was there a good response time to your queries, either written or telephonic?
Was your agent always reachable?
Did your agent attend the vessel daily?
Was your agent well-informed as to your operations?
Did your agent demonstrate good problem solving skills?
If your issues could not be resolved, was a detailed explanation give as to why not?

Clearing & Forwarding

Are you satisfied with your Clearing and Forwarding agent’s response time to your queries?
Did your agent have good telephonic etiquette and were they always reachable?
Did you receive your rates / quotation in a timely manner?
Did you receive updates from your Clearing and Forwarding agent on a daily basis?
Did your Clearing and Forwarding agent handle your consignment professionally?
Was your consignment handled with care and safety?
Was your consignment delivered efficiently and on time?
Did your Clearing and Forwarding agent show good problem solving skills?

Warehousing

Did you experience a timely response to your quotation request?
Was the delivery of your consignment to and from our warehousing facility efficient and on time?
Were you satisfied with your rates / quotation?

Financing

Do you receive invoices as per your requirements/procedures?
Do you receive the statement on time, i.e. after month-end?
Are your queries regarding your account attended to within reasonable time frame?

General

Products & Services
Customer Care
Staff Efficiency
Telephone Skills
Personal Interaction
Yes
No

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