Customer Service Quality and Satisfaction

Yang Ming adheres to the service philosophies and policies of Teamwork, Innovation, Integrity, and Pragmatism and is devoted to offering customers high-quality services. For operational strategies, we enhance the efficiency of integrating global operational resources by collaborating with other well-known carriers around the world. As for customer management, the Company has developed customer relationship management policies and kept in close touch with local agents and sales employees on a daily basis to understand customers' needs and market trends and thereby make timely responses. In addition to our agents in different places, the Company provides a customer service contact form (Contact us) on the official website for submitting their request to customer service team of the headquarters at any time, and they will receive a response within 24 hours. Customers can also use the Quick Survey function to timely reflect user opinions on frequently used functions of e-Service as a reference for the Company to continuously improve the webpage functions.

In order to enhance customer satisfaction and service quality, the Company has organized the "From Responsibility to Accountability" course that helps build employees' awareness of service quality and personal accountability and motivates them to comply with the three main principles for handling customer complaints: listening, apologizing, and being lenient, put themselves in customers' shoes, show empathy, understand the customers' needs, and provide assistance with a positive and active attitude. In the event of circumstances where customers incur damage, first-line sales personnel and local agents should understand and listen to the customers' problems, discuss with the relevant personnel from the headquarters and develop solutions, and then notify the Cargo Loss Claim Team of the Insurance & Claim Department. Relevant departments should find out the roots of the problems and who should be accountable for them. The Sales Department serves as the coordinator responsible for giving instructions to local agents and handling the problems in comprehensive ways acceptable to the customers, thereby maintaining good customer relationships and promoting future relationship development.

Customer Complaint Handling Process

Customer Satisfaction Survey

Oriented towards customer needs, Yang Ming continues to deepen the logistics services, enhance service quality, create values for customers, and optimize procedures through digital transformation to respond to the customers’ requirements in a timely manner.

We conduct a customer satisfaction survey every 2 years, where customer samples are provided by the Sales Department and agents worldwide. In the survey performed in 2022, 1,634 questionnaires were distributed, of which 1078 were returned, with a return rate of 65.97%. The questionnaires covered 7 service aspects: booking and delivery, containers, quotation and rating, documentation quality, customer services, e-commerce, and customer complaints and provided open-ended questions for customers to answer.

For any unsatisfactory feedback from customers, we ask the agents to contact the customers, provide solutions and require the agents to ask the customers if they are satisfied with subsequent improvements and report the results to the E-commerce & Documentation Department. The E-commerce & Documentation Department organizes complaint records for the headquarters’ Sales Department’s reference at the end of each quarter and follows up on the customers to see if they become satisfied and continue to do business with the Company. 

In addition to reviewing the customer satisfaction survey results from the E-commerce & Documentation Department for improvement, to enhance service quality and provide customers with better cold chain services, the Company uses reefer container IoT monitoring equipment, GPS, and onboard satellite communication and onshore wireless communication technology (Cellular) and combines them with AI/big data technology to make container monitoring to go cloud-based, smart, and real-time. We also conduct project surveys for special cargo customers from time to time. For example, in a survey on the preference for reefer container machinery brands, the result revealed that customers had relatively little care about reefer container machinery and cared more about container conditions and the age of containers. We will continue to order new containers to satisfy the customers’ demand for new containers. 

In the first half of 2023, for the opinions provided by dissatisfied customers (215 in total) through the customer satisfaction survey conducted in 2022, our agents and e-commerce department followed up on them for improvement. There were 192 customers dissatisfied with our services in non-e-commerce aspects, and our agents followed up on them, with 139 follow-up questionnaires returned and a return rate of 72.40%. 23 customers were dissatisfied with our services in e-commerce aspects, and our e-commerce department directly contacted them, with 10 follow-up questionnaires returned and a return rate of 43.48%.
 

Statistics on Overall Satisfaction Scores over the Years

Follow-up results

Among the 139 follow-up questionnaires with respect to non-e-commerce aspects, 129 customers expressed satisfaction and 10 customers expressed dissatisfaction. 92.81% of the customers changed to "satisfied" after the improvement made.

Among the 10 follow-up questionnaires with respect to e-commerce aspects, 9 customers expressed satisfaction; 1 replied that they no longer used Yang Ming's services. 90.00% of the customers changed to "satisfied" after the improvement made.

The Company will continue to enhance service quality to improve customer satisfaction. For the 2024 customer satisfaction survey, the Company has set a goal to achieve a customer satisfaction rate of 94.50%, and in the long run (2030), the Company aims at achieving a customer satisfaction rate of 95.00%.