Ghent Port Company is responsible for running the port of Ghent. The companies that enter into a concession with the Port Company and consequently are able to realize their production and activities in the port area are important partners to the Port Company. Quality in this service rendering comes first. Ghent Port Company wanted to know how these customers assessed the service rendering concerning the concession contracts and its follow-up during 30 years. Sixteen of the Port Company's clients were asked to evaluate, which represents almost 75% of the conceded surface area in port of Ghent.
8.13 out of 10
Ghent Port Company plentifully meets its customers' expectations. With a high customer satisfaction of 8.13 out of 10 it can be said that the Port Company offers a good to very good service rendering. As for overall satisfaction not a single score below 7 out of 10 was recorded. Customers were most satisfied with the verbal and written service rendering as well as with invoicing and certain aspects of the negotiation phase. All contacts with Ghent Port Company are assessed as very positive.
Concerning its image, the Port Company is experienced as a reliable partner and cooperation is evaluated as smooth by all customers that were interviewed. Accessible, thinking along with the customer and doing everything possible for the benefit of its customers are other positive elements.
In the future, Ghent Port Company can still increase its client satisfaction by working on the follow-up of its customers. If Ghent Port Company wishes to stand out even more it can do so by thinking in an even more visionary way. More specifically in the fields of innovation and green solutions.
The investigation consisted of quantitative interviews by telephone with Ghent Port Company's main customers. The persons interviewed hold the position of executive director, financial manager or administrative manager. The investigation was carried out in November 2009.