News / Can't get no satisfaction: latest customer survey reveals poor carrier service levels

Business man with happy smiling and sad unhappy cardboard paper

28/06/2018

Shippers regard poor customer service as the biggest failing of ocean carriers, closely followed by cargo rollovers and a lack of schedule integrity.

According to the second annual container transport satisfaction survey, by Drewry and the European Shippers’ Council (ESC), customers are increasingly dissatisfied with the level of service they receive from carriers.

“The service provided by container shipping lines has deteriorated since 2016 and is now seen by exporters, importers and freight forwarders as more problematic,” said Drewry and the ESC.

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Gary Ferrulli
June 28, 2018 at 3:30 pm
Mostly a reflection of the financial losses of the carriers ($20. Billion between 2011 and 2016) and the existing conditions today. They had to cut costs and service suffered. To shippers – you get what you pay for, and your recent complaints about price says you want a never ending lowering of rates.

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