The driving force to improve our quality? You.
Help us keep delivering on our promises
Our next Customer Experience Survey (CES) is just around the corner. Especially in challenging times like these, your feedback matters more than ever. Because behind every shipment is a promise – and someone counting on us to deliver. In only a few minutes, your feedback will help us continue our mission to become your “Undisputed Number One for Quality”.
Your insight leads the way
We want to add maximum value to your business - with services that are reliable and built around your needs. For that to happen, your honest and open feedback is essential.
Through your insights, we learn…
- if our services meet your expectations
- if our commitments match your experience
- where we can further improve and evolve
You Help Us Innovate
Your feedback has already led to notable accomplishments:
- Gemini Cooperation
Thanks to your input, our partnership with Maersk has achieved over 90% Schedule Reliability – driving operational excellence while further strengthening our sustainability effort. - Ship Green
With your encouragement, we introduced Ship Green, our biofuel-powered shipping solution,which has eliminated more than 480,000 tons of CO2 emissions to date.
- Live Position
Live Position has brought transparency and control to your shipping journeys for years. Our Live ETA solution marks the next step, enhancing your ability to stay in charge. - Quality Promises
We are already delivering on seven of our quality promises to our customers, including schedule reliability, swift BL delivery and equipment availability.
It’s quick and easy
This year’s CES runs from April 8th to April 29th. If you have received an invitation, just a few minutes of your time will help us further improve the quality of our service. In the meantime, we are here for you by phone or email - please feel free to reach out
Your feedback ensures we continue delivering quality where it matters most to you!
One of the key measurements in our survey is the Net Promoter Score – or short NPS. Here you rate our performance by scoring 0 to 10. These scores are not simply colored green or red – in fact, they signify “good” or “bad”.
To measure customer loyalty our CES includes the NPS question:
How likely are you to recommend Hapag-Lloyd to a colleague or business contact?
While the NPS indicates your long-term overall loyalty to us, the different survey sections allow you to give feedback on specific touchpoints or transactional topics.
Thank you for participating in our Customer Experience Survey.
Tip the scale left or right and influence the future.
For further information, please contact your local Hapag-Lloyd Sales or Customer Service department.