On 27 September 2016, APL received the 2016 Quest for Quality Award for its outstanding performance in the transportation and logistics industry in Orlando, Florida, USA. Ranked amongst the top 10 Ocean Carriers by logistics publication Logistics Management, APL outperformed the average weighted scores for the attribute categories of On-time Performance, Information Technology, Customer Service as well as Equipment and Operations.
APL Chief Commercial Officer, Thomas Cassuto said, “The accolade is an important measure of customer satisfaction and performance excellence rated by APL’s customers. APL’s commitment for excellence goes beyond the reliable transportation of cargoes from origin to destination. As a trusted ocean carrier, APL makes a difference through dependable services and solutions as well as strong customer support that will enhance our shippers’ experience with us.”
APL container ship APL Temasek - Image courtesy: Paul Barker
Upholding schedule integrity stays on top of APL’s priorities. Leveraging a well-formulated network design and sound vessel performance management, APL makes sure that its schedule reliability stays high.
In particular, APL’s weekly Eagle Express (EX1) service saw an average on-time arrival of 97% at APL’s Global-Gateway South Terminal (GGS) in Los Angeles in the first eight months of 2016. Efficient cargo handling at GGS had 97% of all local cargo for EX1 ready for pick-up by 8 a.m. every Friday, ahead of the weekend.
"Working alongside our shippers, APL seeks to be their carrier of choice, serving their multiple needs and offering customised supply chain solutions. For instance, APL’s Eagle Stow service complements our EX1 service, promising cargo availability within 12 hours of vessel cargo operation and ready-cargo on-chassis from GGS. This is an added-advantage for our customers who demand quicker cargo availability and greater predictability in their supply chain,” added Cassuto.
APL also strives to stand out through differentiated customer experience. From assisting customers with shipping inquiries to supporting them in shipping administration, APL actively interacts with them through various touchpoints that competently support information exchange, render service and facilitate transactions. Though these engagements, APL’s customer satisfaction quotient has improved by almost 10% in the 12 months up to August 2016.