Maersk Line's New Customer Charter

Wednesday, March 06, 2013

A ‘customer charter’ setting out minimum service quality launched by Maersk Line CEO Soren Skou at the TPM Transpacific conference.

The Charter is a set of aspirational targets Maersk Line is making available to customers defining ambitions and ongoing performance on a number of key customer interactions (as articulated by customers). 


The Customer Charter will be an external web-based set of key metrics – e.g. Documentation ‘Accuracy & Turn Time’, timeliness of ‘Pre-arrival Notification’, ‘Booking Turn Time’ and ‘Invoice Dispute Turn Time’. Based on these metrics, month-on-month performance on the improvements will be made available to customers. 



“We have been running through the concept of a Customer Charter with some of the North Europe customers, and the feedback is overwhelmingly positive,” says Karsten Kildahl, Northern Europe Region Top. He also underlines: “The customers are obviously not concerned with how we deliver overall; they are more interested in how we deliver towards them individually. However, the Charter provides a good start for a conversation with our customers about our service quality.”

Charter targets include:

  • Booking Turntime
  • Documentation (Accuracy & Turn Time)
  • Documentation (Amendment Turn Time
  • Pre-arrival Notification Timeliness
  • Invoicing Accuracy
  • Accessibility to our service agent
  • Issues Resolution
  • Schedule Reliability

 

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