Continued high customer satisfaction in the Port of Helsingborg

The recent customer survey shows an NKI value of 76, indicating a very high customer satisfaction level in the Port of Helsingborg. This figure is becoming particularly significant in the global events in 2020, which has brought significant challenges to many operators in the logistics and transport industry.

– Times of uncertainty requires a close dialogue and humility. We always strive for that, but the situation has made it more critical than ever, making us a little extra proud of the result. The survey provides valuable information about our priorities to continue developing our business into the very best in the industry, says Nicklas Romell, CCO at the Port of Helsingborg.

A total of 109 customers were invited to the survey, and the response rate was 44.9%, i.e., 49 respondents. Since 2018, the same survey method has been used, which is a method that is adapted to be able to see continuous measurement results over time. The customer survey is conducted annually and includes, among other things, the basis for an NKI value, a standardized and established measure of satisfaction, NPS value, a standardized and established measure of loyalty, and a sustainability section.

A yardstick
The survey is developed in collaboration with Origo Group, and its main purpose is to serve as a yardstick in goal achievement, identification of improvement areas, and which sustainability aspects are prioritized by customers in the Port of Helsingborg. The NPS measured was also high and reached 41%. This means that these respondents have given a score between 7-10 (where ten is the highest) to the question “Would you recommend the Port of Helsingborg to someone else,” thus, they fall under the category of ambassadors. 

– The sales work is based on close and long-term cooperation with our customers. The service offering is adapted, innovative, collaborative projects are running, and technical services are improved continuously to improve our offering. Quality, lead times, and security of supply with digital solutions, personal contact, and channels for smooth interaction are essential parameters in the continued work ahead, says Nicklas.

Sustainability focus
Customers’ opinions have a high degree of influence in the Port of Helsingborg’s strategic sustainability work. In the 2019 survey, customers received 20 sustainability focus areas to rank based on relevance. To reduce the number of priority aspects, customers were asked in the 2020 survey to rank only the top ten aspects from 2019. At the top of the rankings, we find satisfied customers, infrastructure – quays and road networks, and technical development, which align with the focus areas that top the Port of Helsingborg’s agenda. Within technological development 2020, a new external web was launched, which received positive feedback in the customer survey.

– Overall, we have received good grades, but we do not sit back feeling satisfied. There are always things to improve and specific wishes to fulfill. Internally, for example, we have just introduced a new system for working with customers’ views and thoughts to get even closer to them and find improvements, Nicklas continues. 

About Origo Group 
Origo Group is one of Sweden’s leading insight and research companies. For over 20 years, they supported companies and the public sector with insights and a basis for decisions (The Port of Helsingborg since 2018).