APM Terminals Pipavav receives Top scores for issue resolution

PIPAVAV : APM Terminals

Pipavav regularly measures the Customer Effort Score (CES) to understand how easy it is for customers to do business with our port. We do this through our case management system salesforce, which we implemented in 2021 for effective and transparent resolution of the customer issues. CES scores range from 1 to 7, wherein a score of 7 is the highest score indicating that it was easy for customers to address their issue and get it resolved.

In the period January till date 2023, APM Terminals Pipavav receives one of the highest Customer Effort Scores of 6.8 on average. The port received the highest number of responses (27 nos) in a single day with a CES score of 6.9 out of 7 in July 2023. This is the testimony of our customers’ trust and confidence in our way of working. This further solidifies our holistic approach towards customer centricity while adhering toourcorevalues.