This is the busiest time of the year within Stena Line Freight. All our area sales managers and in-door sales team will soon start the 2016 contract negotiations with our customers. They all look forward to having a dialog with you on your view of the market, with the opportunities which are ahead of us on the threshold of a new year.
Our company is now reviewing areas to ensure that the products and the service level we offer our customers go hand in hand with our price strategy. We will strengthen our position in the market by learning from our customers; we will improve our processes and ensure we optimize our ships on each and every departure – steps which we will all benefit from.
Talking about learning from our customers we have recently conducted a survey amongst approximately 100 of our customers from across Europe. We asked them to list what were the most important factors to them when conducting business with us - the results were really interesting reading for us!
Just to unveil a bit of this we can mention that timetabling and reliability of the service, costs and relationship are among some of the points. Other areas of great importance for our customers are our network, stability of our service, claims handling and port location. The results also showed us that the overall satisfaction with our services is quite high and we were especially very pleased to read that our customers appreciate the good relationship many of our customers have with our area sales managers and our staff in in-door sales.
Naturally there is room for improvement as always, so amongst other things we have to look into our claims procedures and information in connection with cancellation and/or delays.
Be assured we will take actions in these areas.
All of us within Stena Line Freight look forward to next few hectic months!