1 minute read
RELATIONS WITH CUSTOMERS
by rfi4
QUALITY
With reference to Stakeholder Engagement activities, in February 2021 a consultancy contract was activated to support the Terminali Italia IMS in developing a Customer Satisfaction project for its stakeholders, with the objective of:
1. Highlighting and defining the level of perceived quality;
2. Analysing emerging needs and segmenting business development areas.
The planned and implemented plan was defined according to the following steps:
a) Structuring of the questions and drafting of the final survey for the main stakeholders (e.g. customers) to reveal their current needs and requests;
b) Identifying new services through technological and organisational re-assessment, and planning to improve and extend the current services offered;
c) Defining and tracking KPIs on an ongoing basis.
In October, 69 MTOs, RUs, Road Transport Companies and Shipping Companies were invited to complete a survey.
Following the analysis of the survey results, 15 strategic stakeholders of a mixed nature were selected and underwent a live, one-to-one interview to gain full input on the issues raised in the survey.
The initial results of the service quality and customer satisfaction survey were presented in December and will be analysed in early 2022.
The project is scheduled to end in July 2022.
RELATIONS WITH CUSTOMERS
The company represents a benchmark in the Italian combined and intermodal transport market.
This has been achieved with a daily commitment to observing and assessing the real needs of customers, which, together with the skills and quality of the company's in-house professionals, have made it possible to achieve substantial customer satisfaction and, ultimately, customer loyalty.
The company expanded its market penetration targets in 2022, specialising and investing in the maritime traffic sector.
