Confidential

CUSTOMER SATISFACTION SURVEY FORM

DOCUMENTATION

PLEASE COMMENT
Excellent Very Good Good

1.Availability of staff 2.Availability Of information 3.Overall staff courtesy 4.Readiness to assist 5.Promptness Areas of improvement

Y Y Y Y Y

GATE OPERATIONS
PLEASE COMMENT
Excellent Very Good Good

1.Assistance by gate staff regarding safety matter Y 2.Assistance by gate staff for documentation processing Y 3.Speed of clearance at gate Y 4.Traffic Management Inside the Gate Y 5.Traffic Management Outside the Gate Y 6.Overall Staff Courtesy Y Areas of improvement

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ICD OPERATION

Excellent

Very Good

Good

1.Availability of staff 2.Availability Of information 3.Overall staff courtesy 4.Readiness to assist 5.Promptness 6.Train related information dissemination 7.Reporting system

Y Y Y Y Y Y Y

QUALITY & SAFETY OF TERMINAL AND SHIP OPERTAIONS

PLEASE COMMENT
Excellent Very Good Good

1.Availability of staff 2.Ship Planning Assistance 3.Truck turn around time for receiving

Y Y Y

4.Truck turn around time for delivery Y 5.Assistance for truck deliveries in yard Y 6.Behaviour of yard satff 7.Traffic Mnagement within the yard 8.Productivity 9.Timely berthing of vessel 10.Safe Operations which restrict damage of vessel 11.Safe Operations that restrict damage to containers / Cargo Y 12.Safe operations that restrict damage to truck trailers Y Areas of improvement Y Y Y Y

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FINANCE
PLEASE COMMENT
Excellent Very Good Good

1.Accuracy Of billing 2.Statement of invoices receieved during the week 3.Statements of accounts 4.Promptness In receiving invoices 5.Settlement of disputed bills 6.Dispute redressal procedure 7.Overall Staff courtesy 8.Promptness in Dealing 9.Refund of wrong invoices Areas of improvement Y Y

Y Y Y Y Y Y

INFORMATION TECHNOLOGY
PLEASE COMMENT
Excellent Very Good Good

1.Readiness to assist 2.Response time after logging of issues 3.Quality Of assistance given 4.Availability of NSICT telephone lines 5.Quality response on phones

Y Y Y Y Y

6.Frequency / Content of reports sent to you Y 7.Codecco / Coarri connectivity Y Areas of improvement

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SENIOR MANAGEMENT
PLEASE COMMENT Courtesy Execellent 1. C.E.O. Execellent
2.Operations Manager

Returning Calls Execellent Execellent very good very good

very good
3.Finanace Manager

very good
4.I.T.Manager

OVERALL ASSESSMENT
1.How would you rate the overall service of the Nhava Sheva International container Terminal

Excellent 2.Overall Staff Courtesy Excellent

Very Good

Average

Very Good

Average

BETWEEN US Do you have any other suggestions or comments which would help us serve you better

TCC meetings was a good tool to interact and address issues ,awareness on current status, difficulties faced and collective brainstorm along with the terminals representatives assisted to resolve issues suitably. Request this be continued.

___________________ Signature (Optional) Date : ______________

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VEY FORM

Average

Needs Improvement

No Comment

Average

Needs Improvement

No Comment

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Average

Needs Improvement

No Comment

SHIP OPERTAIONS

Average

Needs Improvement

No Comment

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Average

Needs Improvement

No Comment

OGY
Average Needs Improvement No Comment

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Promptness in addressing issues Execellent Execellent very good very good

Accessibilty Execellent Execellent very good very good

nal

Average

Needs improvement

Average

Needs improvement

uld help us serve you better

ficulties faced and collective brainstorming of shipping Lines

inued.

_____________________________ Company Name (Optional)

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