Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

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Typ hier een titel van Max 3 regels Customer Satisfaction Survey Capt. Joost Mulder - Chairman Dutch Pilots’ Corporation ISPO - IUG, Abu Dhabi 19-10-2016

Transcript of Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

Page 1: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

AFBEELDING INVOEGEN

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Indeling

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TITELDIA 2

Typ hier een titel van

Max 3 regels Customer Satisfaction Survey Capt. Joost Mulder - Chairman Dutch Pilots’ Corporation

ISPO - IUG, Abu Dhabi 19-10-2016

Page 2: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

OPSOMMING

ISPO – Customer Satisfaction Survey

• Introduction

• Background

• Preparation

• Stakeholder groups

• Use of survey report

• Questions

Page 3: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

Bijsnijden

AFBEELDING INVOEGEN

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Selecteer de afbeelding die u wilt

invoegen en klik op ‘Invoegen’

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afbeeldingen’ en klik op ‘Bijsnijden’

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Invoegen

TEKST & FOTO

TEKST NIVEAUS

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GEKLEURD KOPJE (24 pt.)

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Introduction

• Joost Mulder – Chairman Dutch Pilots’ Corporation

• Active Rotterdam Pilot

• Dutch Pilots: ‘Loodswezen’

• 90.000 Pilotage trips – 450 pilots

www.loodswezen.nl

Page 4: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

AFBEELDING INVOEGEN

Klik op het icoon om een afbeelding

in te voegen

Selecteer de afbeelding die u wilt

invoegen en klik op ‘Invoegen’

1

2

Klik met de rechter muis knop op de

miniatuurweergave van de dia en kies

‘Dia herstellen’

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Invoegen

Plaats hier een screenshot van

de slide Indeling

Dia herstellen

BEELDVULLENDE FOTO (LICHTE TITEL)

DUTCH PILOTAGE

Schelde – 20.000 – 150P

Rotterdam – 55.000 – 220P

Amsterdam – 12.500 – 65P

North – 3000 – 15P

www.247pilot.nl

Page 5: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

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GEKLEURD KOPJE (24 pt.)

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Start

Background

ISPO Standard - Part A

10 CUSTOMER RELATED PROCESSES

10.3 Control of Monitoring and Measuring

10.3.1 As one of the measurements on the performance of the management system, the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined.

ISPO Guidelines - Part B

10 CUSTOMER RELATED PROCESSES

10.1 General

10.1.d Examples of the requirements and expectations of customers and stakeholders are:

-Meet the requirements of the service -Price/costs

-Reliability of the service -Service safety

-Availability -Service liability

-Delivery -Effect of the service on the environment

Page 6: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

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GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

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Preparation

• Survey carried out once every two years by external party in order to ensure objectivity

• Determination of stakeholder groups

• Content of questionnaire for each stakeholder group

• Survey in the English language

Page 7: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

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• Sub-bullet (16 pt.)

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GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

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Subjects

Page 8: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

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Stakeholder Group 1

• Shipping agents

• Shipowners

• Terminals

Response

• Questionnaire sent by e-mail to 730 e-mail addresses.

• No incentive for response, two reminders were sent

• 84 Stakeholders completed the survey = 11.5%.

-Agents 41%

-Shipowners 21%

-Terminals 22%

-Incomplete response 16%

Response

Page 9: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

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GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

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Online Survey

Page 10: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

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Reporting results on a 5 point scale (example):

Page 11: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

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Complaint handling & Tariff structure (example)

Shipowners

Shipowners

Page 12: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

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Suggestions

Suggestions received with regard to:

• Ordering

• Scheduling

• Transportation

• Safety

• Billing

• Complaints

• Cooperation

Page 13: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

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• Sub-bullet (16 pt.)

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GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

• Sub-bullet (16 pt.)

Start

Results

• Overall satisfaction with services

• Room for improvement when it comes to:

• Complaints procedure

• Communication regarding Pilotage Dues

Brochure Online Pilotage Tariff Calculator

Customer Service

Page 14: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

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Stakeholder Group 2

• Captains

• Questionnaire presented by pilots in open envelope which was sealed by captain after completion

Response by 442 Captains on

• Pilotage Logistics

• Pilotage operations

• Passage planning

• Emergency & Damages

• Communication

• Pilot competencies

• Billing & Administration

• Input information

• Complaint handling

Page 15: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

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Leestekst (16 pt.)

• Sub-bullet (16 pt.)

Kleine tekst (12 pt.)

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GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

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Leaflet Captain questionnaire

Page 16: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

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GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

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Reporting results on a 5 point scale (example):

22,1%

19,1%

33,7%

16,9%

22,6%

75,3%

80,0%

58,1%

82,4%

76,5%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Ordering a pilot

Availability of a qualified pilot

Availability of pilot on short notice

Quality of pilot boarding equipment (Pilot boat/tender etc.)

Overall safety level of pilot transfer

Pilotage Logistics

Very poor Poor Neutral Good Very good

Page 17: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

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• Sub-bullet (16 pt.)

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GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

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Remarks by Captains (examples)

140 open remarks: 126 positive, 5 neutral, 9 negative

Page 18: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

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GEKLEURD KOPJE (24 pt.)

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Stakeholder Group 3

• Harbour Masters

All harbour masters were questioned in a personalized verbal interview based on a list of questions.

Response & Results

• Response was reported in writing. No suggestions for improvement were made but Harbour Masters stressed the importance of communication with various stakeholders, particularly regarding integrated traffic management.

• Pilots were asked to share their knowledge and to participate in the training of sea going and harbour personnel.

Page 19: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

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GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

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Reports stakeholder groups Overall results

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Page 20: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

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• Sub-bullet (16 pt.)

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GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

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Use of survey report

Internal use

• Continuous improvement of pilot organisation & service

• Input for targeting specific stakeholder groups

External use

• Regulatory / Supervisory body

• Politicians & policymakers

• Marketing / Public relations

Page 21: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

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• Sub-bullet (16 pt.)

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GEKLEURD KOPJE (24 pt.)

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Completing the circle

ISPO Standard - Part A

12.4 Continuous Improvement

12.4.1 The organization shall continually improve the effectiveness of the management system through the use of policies, objectives, audit results, analysis of data, corrective and preventive actions and management review.

12.5 Management Review

12.5.1 The pilot organization shall conduct management reviews at intervals as established in ISPO

12.5.2 The management reviews shall be based on:

- analyses of incidents, accidents and risk events;

- non-conformities and audit findings;

- customer feedback (complaints and perception)

- recommendations for updating the management system

Page 22: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

TEKSTPAGINA

TEKST NIVEAUS

Leestekst (16 pt.)

1

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Leestekst (16 pt.)

• Sub-bullet (16 pt.)

Kleine tekst (12 pt.)

Niveau omhoog

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Cursieve tekst (16 pt.)

GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

• Sub-bullet (16 pt.)

Start

Questions?

Thank you for your attention

ISPO - Customer Satisfaction Survey Dutch Pilots

www.loodswezen.nl

Page 23: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

Bijsnijden

AFBEELDING INVOEGEN

Klik op het icoon om een afbeelding

in te voegen

Selecteer de afbeelding die u wilt

invoegen en klik op ‘Invoegen’

1

2

Als u de afbeelding wilt schalen of

verslepen, ga naar ‘Hulpmiddelen voor

afbeeldingen’ en klik op ‘Bijsnijden’

3

Invoegen

TEKST & FOTO

TEKST NIVEAUS

Leestekst (16 pt.)

1

2

3

4

Leestekst (16 pt.)

• Sub-bullet (16 pt.)

Kleine tekst (12 pt.)

Niveau omhoog

Niveau omlaag

5

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8

Cursieve tekst (16 pt.)

GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

• Sub-bullet (16 pt.)

Start

Connecting to the outside world: www.247pilot.nl

Page 24: Customer Satisfaction Survey - By Captain Joost Mulder, Rotterdam Pilots

Bijsnijden

AFBEELDING INVOEGEN

Klik op het icoon om een afbeelding

in te voegen

Selecteer de afbeelding die u wilt

invoegen en klik op ‘Invoegen’

1

2

Als u de afbeelding wilt schalen of

verslepen, ga naar ‘Hulpmiddelen voor

afbeeldingen’ en klik op ‘Bijsnijden’

3

Invoegen

TEKST & FOTO

TEKST NIVEAUS

Leestekst (16 pt.)

1

2

3

4

Leestekst (16 pt.)

• Sub-bullet (16 pt.)

Kleine tekst (12 pt.)

Niveau omhoog

Niveau omlaag

5

6

7

8

Cursieve tekst (16 pt.)

GEKLEURD KOPJE (24 pt.)

• Bullet (16 pt.)

• Sub-bullet (16 pt.)

Start

ISPO – Customer Satisfaction Survey