The entity analyzed the level of customer satisfaction and loyalty among Brazilian ports
Porto Itapoá is once again the Brazilian port terminal most recommended by customers, according to the Ibero-Brazilian Institute for Customer Relations (IBRC). The institution certified the terminal as having the highest NPS (Net Promoter Score) index – a global indicator that assesses the level of customer loyalty – in the country.
The port of Santa Catarina has been a national reference in the matter since 2017, when it was awarded for the first time by the IBRC. The president of Porto Itapoá, Cássio Schreiner, emphasized the importance of the work being carried out in order to improve the customer experience.
In its past edition, in 2020, the internal survey pointed out by Schreiner showed a high rate of spontaneous satisfaction (SSI – Spontaneous Satisfaction Index) of 91%. The CJI (Customers Journey Index) represents Customer satisfaction with the services actually performed and in this indicator Porto Itapoá reached 82%. The NPS (Net Promoter Score) reached 73%.
According to the president, one of the factors that motivated the positive results, both in the IBRC survey and in the survey itself, was the creation of an exclusive customer service department, which in Porto Itapoá is called Customer Care. It was created in 2017 and its purpose is to centralize all customer requirements through a single service, and therefore deliver the best possible response to every terminal user, whether importer, exporter, shipowner, dispatcher or carrier.
It is part of Porto Itapoá’s business and differentials to be frequently attentive to the Client’s needs and to offer the best possible service to people, valuing relationships.
The NPS index
The NPS (Net Promoter Score) is a customer loyalty metric created by Fred Heichheld in 2003. Its objective is to measure the degree of customer loyalty of companies in any segment, reflecting customer experience and satisfaction. The Net Promoter Score is calculated based on responses to only one question: How likely are you to recommend our company/product/service to a friend or workmate? This key performance indicator (KPI) is widely used around the world because of its simplicity, reliability and flexibility.
About Porto Itapoá
Porto Itapoá is positioned among the most productive regions in South Brazil, contemplating importers and exporters from various business segments. Its privileged location in Babitonga Bay – north coast of Santa Catarina State -, provides safe and easy conditions to receive large ships that operate in our country, a trend increasingly adopted in world navigation. The Terminal has the capacity to annually handle up to 1.2 million TEUs (containers unit of measure) and is expected to expand its handling capacity, surpassing the mark of 2 million TEUs per year.