Business of the Year Customer First

For almost 900 years the Port of Aberdeen has been at the heart of the North-east economy and with the transformational £400million South Harbour expansion now virtually complete it will create prosperity for generations to come.

The Port contributes £1.5billion to Scotland’s economy, employs around 100 people, supports 12,000 jobs and has constantly evolved to support new industries since 1136.

The largest berthage in Scotland, world-class infrastructure, its strategic location and expert supply chain make it the port-of-choice for offshore energies, decommissioning, general cargo, cruise and ferry services.

It is one of the major commercial hubs in Northern Europe connecting customers to around 40 international trading routes.

The Port has recently had to overcome a perfect storm of market conditions. There was a global reduction in shipping activity across all key industries caused by CV19, the war in Ukraine, fluctuating oil prices, the huge shift in energy production and consumption, port congestion in China and the US, and a delayed start to the tourist season. This resulted in a 20% reduction in income from energy industry activity, a 23% decrease in vessel tonnage and a 44.5% decrease in vessel arrivals in 2021 from pre-pandemic figures.

However, the Port successfully protected its core business and kept its expansion project on track. It also came very close to achieving its 2021 budget which was based on a far quicker recovery than actually transpired.

Despite the ongoing challenges of CV19 and the exponential rise in the cost of construction materials, the South Harbour development continued at pace. More than £70million of contracts were awarded in 2021 and more than 510,000 workhours were achieved spanning 17 companies.

South Harbour will support an additional 7,000 jobs and add a further £0.9billion GVA to the Scottish economy when it reaches its full potential.

Aberdeen Performing Arts is a charitable trust at the heart of the North-east’s cultural offering. As well as managing His Majesty’s Theatre, Aberdeen Music Hall and The Lemon Tree it runs three festivals a year and a production company and draws one million visitors to its venues annually.

Customer experience is at the heart of everything it does and it strives to be inclusive and accessible to all audiences.

It offers accessible performances across its programmes including captioned performances; British sign language; audio described performances; and relaxed performances. It recently programmed a weekend series of events called Rise Up, showcasing black and people of colour artists from the region.

Aberdeen Performing Arts worked with We Are Here

Scotland to put on Rise Up and has re-established itself as a ticketing outlet for other venues in the North-east of Scotland. Last year it curated the Wonderland Festival working with emerging and established artists in the region to create a platform for their work and enabling people to explore the city and see it as never before through art, dance and sound installations in unusual places and spaces.

CV19 forced a shutdown, with 96% of staff furloughed from March 2020 until September 2021, but within a year of reopening it had attracted more than 12,500 new customers and reactivated former audiences. Informed by a national research study it has been able to deliver what its customer base wants, resulting in audience numbers exceeding expectations and beating pre-pandemic targets.

Audiences have been positive and enthusiastic. Prior to attending a show 59% stated they were happy or very happy, rising to 75% after a visit, all due to the efforts that went in to keep people safe.

In 2021 Aberdeen Performing Arts was awarded the Customer Service Excellence Award for the 11th year in a row.

Work finished recently to enhance the customer experience by extending the mezzanine floor of 1906 Café Bar out to the glass frontage of the iconic A-listed venue. It created more space and opens up a perfect view of the recently reopened Union Terrace Gardens.