Shippers and forwarders' satisfaction with carriers deteriorating
The second satisfaction survey in container transport, launched by Drewry and the European Shippers’ Council (ESC), saw 400 shippers and forwarders take part.
It showed a decrease in the quality of services as witnessed by carriers' clients. On a scale of 1 (very dissatisfied) to 5 (very satisfied), the quality of customer services received only 2.9, with transit times and reliability of booking/cargo shipped as booked scoring between 2.9 and 3. All the service features, in effect, received a poor or medium score from customers. Shippers and forwarders also pointed out, however, that carriers' performances related to sustainability/greener operations and financial stability have improved since 2016. (kd)