Customer Experience Survey

We are here for our customers – anytime, anywhere. You can count on us to keep our word. We go the extra mile to deliver top-notch quality to you every day. We are honest and open in our communication, and we encourage you to do the same. In our efforts to become the Number One for Quality and a truly customer-centric organisation, the first step is to identify where we stand today. This is why we conduct our Customer Experience Survey (CES) several times a year. The CES is one of our large-scale surveys that aims to use your feedback to optimise existing processes and to develop new products, which in turn can make your business with us as easy and seamless as possible.

One of the key measurements is the Net Promoter Score (NPS) indicating how loyal customers are by asking: “How likely are you to recommend Hapag-Lloyd to a colleague or business contact?”. This then gives us the Net Promoter Score. The NPS ranges from -100 (very low customer loyalty) to +100 (very high customer loyalty).

How likely are you to recommend Hapag-Lloyd to a colleague or business contact?

Based upon your feedback from the surveys performed in 2020, we have been able to make improvements within our processes and organization to provide a higher quality service to you. Some of the progress made this year include:

  • Strengthening the bond with our customers by proactively reaching out to you, making sure we are taking care of your needs in the best way possible and identify internal improvement points.

  • Launching new Quality Promises on our Quality Promise dashboard: Increasing performance transparency and making high quality services towards our customers our top priority.

  • Enhanced functionalities and applications in our Hapag-Lloyd Navigator, making it more user friendly and therefore improving our customers’ experience while using the tool.

  • Enhanced the offer of online products such as Customs Clearance and B/L draft approval.

In order to help us to continue improving our quality of service, we would appreciate it if you could spare a few minutes to provide us with your feedback if you receive an invitation to participate in our Customer Experience Survey. If you do not want to wait until the next CES, please have a look at our next section on the customer panel. Sign up to become a member of our panel to regularly participate in our research activities, such as to test products before they are launched on the market.

As a valued Hapag-Lloyd customer, you can always rest assured that your responses will be treated in the strictest confidence, that no data will be shared with any third parties, and that your opinions will only be used internally to improve our products and processes.


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