Over the past 3 years, Maersk Line has been working towards providing customers with ease of business. We asked customers and they have advised if we can include transactional services as part of the definition of “reliability”.

Maersk Line has now set out to establish a ‘customer charter’ which articulates the minimum service quality that ALL our customers will benefit from. Consequently we have defined an aspirational performance target for each of the customer interactions in our Customer Charter.

The customer charter was launched by the Maersk Line CEO Soren Skou at the TPM Transpacific conference held on 4 March 2013. The Charter is a set of aspirational targets Maersk Line is making available to customers defining ambitions and ongoing performance on a number of key customer interactions (as articulated by customers).

Transparent and web-based

The Customer Charter will be an external web-based set of key metrics – e.g. Documentation ‘Accuracy & Turn Time’, timeliness of ‘Pre-arrival Notification’, ‘Booking Turn Time’ and ‘Invoice Dispute Turn Time’. Based on these metrics, month-on-month performance on the improvements will be made available to customers.

“We have been running through the concept of a Customer Charter with some of the North Europe customers, and the feedback is overwhelmingly positive,” says Karsten Kildahl, Northern Europe Region Top. He also underlines that “the customers are obviously not concerned with how we deliver overall; they are more interested in how we deliver towards them individually. However, the Charter provides a good start for a conversation with our customers about our service quality.”

Source: Maersk Line