Container transport survey: Customers more dissatisfied with service quality of ocean carriers
All the service features received a poor or medium level of satisfaction score from customers.
The service provided by container shipping lines has deteriorated since 2016, and is now seen by importers, exporters and freight forwarders as more problematic, according to the second annual shipper satisfaction survey released by Drewry, UK, and the European Shippers’ Council (ESC), Belgium.
The survey reviewed different levels of satisfaction for 16 different carrier activities. The 400 shippers and forwarders who participated in the survey rated the service of container shipping lines with a score of 3.2 on average on a scale of 1 (very dissatisfied) to 5 (very satisfied).