Customer satisfaction continues to rise, stronger relationships and increased loyalty

This year’s customer survey shows that customers are increasingly satisfied with the Port of Helsingborg. The Customer Satisfaction Index (CSI) has risen to 75 and the Net Promoter Score (NPS), which measures loyalty, to 44. This means that customers appreciate the Port as a business partner to a higher degree than before.

After several years of change and investment, this year’s customer survey clearly shows that the Port’s efforts to strengthen customer relations are paying off. The Port of Helsingborg has now reached a CSI of 75 and an NPS of 44, the highest NPS value since measurements began in 2018.

Customers appreciate service and planning

Customers particularly highlight the Port’s staff, planning and efficiency as key strengths, and note that communication and information have improved.

“We have noticed a clear improvement in communication and planning, and it is positive that the dialogue has become more proactive. At the same time, there is always room for even faster feedback when the unexpected occurs,” says Karin Fridh, Senior Manager Liner Services at Eimskip Sweden AB.

“It is inspiring to see how our investments in digitalisation, communication and service are reflected in the customers’ experience. At the same time, we will continue to further strengthen the relationship with our customers,” says Mark Wieden, Key Account Manager at the Port of Helsingborg.

Several results have now returned to the levels seen before the implementation of the new terminal system in 2023, confirming greater stability in both operations and service.

Improvement efforts across the organisation

Among the areas for improvement mentioned are terminal operations and flexibility, while service, planning and dialogue are highlighted as aspects to continue nurturing. To further increase the CSI score by the next measurement period, the Port of Helsingborg will continue to enhance the customer experience in close collaboration with its customers.

Another recurring comment from customers concerns capacity and available space in the Port. The Port of Helsingborg is therefore working intensively to increase efficiency within its existing infrastructure and to expand capacity at the current terminal. At the same time, planning is underway for a new container terminal adjacent to the South Harbour, designed to meet future demands for efficiency, sustainability and growth.

“We will now carefully analyse the results and translate customers’ feedback into concrete improvement measures. The work is carried out in close collaboration across all departments, with the goal that every part of the Port’s operations will contribute to an even better experience for our customers, from the first point of contact to completed handling,” concludes Mark Wieden.