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 contact with local agencies, the Company also provides official website customer service windows for customers to contact headquarters customer service 24 hours a day and receive responses within 24 hours. For commonly used e-Service functions, customers can also use Quick survey functions to provide immediate user feedback for the Company's continuous improvement of website 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. When customers experience damage situations, front-line business personnel and local agencies understand and listen to customer problems, discuss with relevant headquarters personnel to formulate solutions, and notify the Insurance & Claim Department-Cargo Claim Team. Relevant departments clarify problem points and responsible parties, while the Business Department plays a coordination role requesting local agencies to handle according to instructions, providing customers with complete and acceptable handling methods, thereby maintaining good customer relationships and promoting future 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.

Customer satisfaction surveys are conducted every 2 years. The overall satisfaction score in 2024 reached 89.67 points. The Company will continue to enhance service quality to improve customer satisfaction. 2024 customer satisfaction survey results show annual customer satisfaction ratio of 94.2%, with a long-term (2030) target of 95% customer satisfaction.
 

Statistics on Overall Satisfaction Scores over the Years