Servqual

1. CLIENTS SATISFACTION ASSESSMENT
BY METHOD SERVQUAL
Please note that all data in the report has been changed and serves for demonstration purposes only

2. General information
TA R G E T
P R O J E C T
Customer satisfaction assessment by
method Servqual
TA S K S
▪ Assess the level of satisfaction with the service
▪ Identify the most important types of service
▪ Give recommendations to improve the quality of service
G E O G R A P H Y
___________
O B J E C T S O F
R E S E A R C H
Company clients
M E T H O D O F
R E S E A R C H
F2f survey in client hall,
online survey
S A M P L E S I Z E
N respondents
T I M E L I N E S
2
__________
wave 2

3. Summary
3
✓ 200 companies (B2B-clients) took part in the survey
✓ The assessment of satisfaction with the work of the company was carried out according to 26 indicators. Respondents rated the importance of each
indicator, expected level of quality and actual. Separately, the question was asked about the readiness to recommend “AAA".
✓ 31.4% are ready to recommend the company, and 43.1% are more likely not to recommend it to their colleagues.
✓ Satisfaction index NPS amounted to -11.8% (against -13% in the previous wave), which is below the average market value. Average value NPS in the logistics industry in the
country is about 5-7%, while in other industries it is much higher - from 22 to 27%.
✓ Satisfaction index CSI amounted to 86.9% (against 80.7% in the last wave). The average level in the logistics market CSI ranges from 80 to 95% depending on the evaluation
parameters.
✓ According to the Servqual methodology, cargo handling services fordeparture(-16.4%), information support (-11.9%), infrastructure (-9.0%).
✓ 25 out of 26 indicators assessed “AAA”, received a negative assessment (the difference between the expected quality level and the actual one).
✓ First of all, the following indicators need to be improved (according to the satisfaction matrix, the satisfaction rating is below the threshold value of 80%):
➢ Technical equipment of the warehouse
➢ Departure cargo acceptance rate
➢ Organization of the order of delivery of arrived cargoes
➢ The speed of issuing documents for arrived goods
➢ Convenience of the "Personal Account" service
➢ Organization of the order of acceptance of goods for departure
➢ Warehouse cleanliness
✓ At the same time, the services that are most important for customers (according to the satisfaction matrix) are:
➢ Technical equipment of the warehouse
➢ The speed of issuing documents for arrived goods
➢ Safety of arrived cargoes
➢ Speed ​​of acceptance of documents for departure
➢ Arranging the order of service of documents for arrived cargoes
➢ Security when receiving goods for departure
➢ Competence and courtesy of the warehouse staff when issuing incoming goods
➢ Competence and courtesy of the warehouse staff when receiving cargo for departure
➢ Competence and courtesy of staff when processing documents for departure
➢ Correctness of application of tariffs - arrival
➢ Correctness of application of tariffs - departure

4. S A T I S F A C T I O N A S S E S S M E N T

5. Summary table of satisfaction
5
Significance of the
indicator, points
Expected Quality Actual quality
Expected
Quality
Actual quality
Completeness and availability of information on the site
Information Support
4.90 4.97 4.03
99.7% 83.4%
Convenience of the "Personal Account" service 4.89 4.97 3.61
Availability of call center 4.87 5.00 4.41
The quality of information provided by the call center 4.87 5.00 4.62
Ease of entry/exit to the terminal
Infrastructure
4.92 4.86 4.76
95.6% 86.5%
Ease of issuing a pass 4.94 4.93 4.67
Ease of customer parking 4.96 4.98 4.77
Technical equipment of the warehouse 5.00 4.60 3.36
Warehouse cleanliness 4.66 4.49 3.93
Comfort of client rooms 4.88 4.82 4.47
Competence and courtesy of the warehouse staff when receiving cargo for
departure
Departure cargo
handling
5.00 5.00 4.88
95.1% 83.2%
Departure cargo acceptance rate 4.97 4.61 3.39
Organization of the order of acceptance of goods for departure 4.94 4.52 3.82
Security when receiving goods for departure 5.00 4.91 4.56
Competence and courtesy of staff when processing documents for
departure
Departure document
processing
5.00 4.94 4.88
97.8% 95.3%
Organization of the order of documents servicing for departure 4.97 4.85 4.74
Speed ​​of acceptance of documents for departure 5.00 4.76 4.44
Correctness of application of tariffs - departure 5.00 5.00 5.00
Competence and courtesy of the warehouse staff when issuing incoming
goods
Arrival cargo handling
5.00 4.91 4.77
94.4% 83.2%
Speed ​​of delivery of arrived cargoes 4.96 4.50 4.00
Organization of the order of delivery of arrived cargoes 4.96 4.47 3.45
Safety of arrived cargoes 5.00 5.00 4.43
Competence and courtesy of the staff when processing documents upon
arrival
Processing of
documents upon
arrival
4.98 4.96 4.85
97.9% 89.7%
Arranging the order of service of documents for arrived cargoes 5.00 4.75 4.52
The speed of issuing documents for arrived goods 5.00 4.88 3.60
Correctness of application of tariffs - arrival 5.00 5.00 4.96
N=200

6. Satisfaction score Servqual
6
83,2%
83,2%
86,5%
95,3%
89,7%
83,4%
94,4%
95,1%
95,6%
97,8%
97,9%
99,7%
Ожидаемое качество Фактическое качество
N=200
Expected quality Actual quality
Information Support
Processing documents for
incoming cargo
Processing documents for
outbound cargo
Infrastructure
Outbound cargo handling
Handling of arriving cargo

7. Satisfaction index Servqual
7
Обработка грузов по
прилету
Информационное
обеспечение
Обработка документов
по прилету
Обработка грузов по
вылету
Обработка документов
по вылету
Инфраструктура
2017 -13,3% -12,0% -7,9% -1,7% -1,3% -0,5%
2018 -11,2% -16,4% -8,2% -11,9% -2,5% -9,0%
-13,3%
-12,0%
-7,9%
-1,7%
-1,3%
-0,5%
-11,2%
-16,4%
-8,2%
-11,9%
-2,5%
-9,0%
N=200
Handling of arriving
cargo
Information Support Arrival document
processing
Outbound cargo
handling
Departure document
processing Infrastructure
2022
2023

8. Evaluation of the actual quality in dynamics
8
Информационное
обеспечение
Инфраструктура
Обработка грузов по
вылету
Обработка документов
по вылету
Обработка грузов по
прилету
Обработка документов
по прилету
2017 86,0% 80,1% 79,8% 76,7% 77,3% 82,1%
2018 83,4% 86,5% 83,2% 95,3% 83,2% 89,7%
86,0%
80,1% 79,8%
76,7% 77,3%
82,1%
83,4%
86,5%
83,2%
95,3%
83,2%
89,7%
N=200
2022
2023
Infrastructure
Information Support Outbound cargo
handling
Departure document
processing
Handling of arriving
cargo
Arrival document
processing

9. Evaluation of the actual quality in dynamics
9
2022 2023 Change in points
Correctness of application of tariffs - departure 79.2% 100.0% 20.8%
Organization of the order of documents servicing for departure 76.0% 94.7% 18.7%
Speed ​​of acceptance of documents for departure 72.7% 88.8% 16.2%
Ease of entry/exit to the terminal 79.6% 95.2% 15.6%
Ease of customer parking 82.0% 95.3% 13.3%
Competence and courtesy of staff when processing documents for departure 85.3% 97.6% 12.3%
Competence and courtesy of the warehouse staff when receiving cargo for departure 85.3% 97.5% 12.2%
Correctness of application of tariffs - arrival 87.3% 99.1% 11.8%
Security when receiving goods for departure 80.0% 91.3% 11.3%
Ease of issuing a pass 83.0% 93.3% 10.3%
The quality of information provided by the call center 83.2% 92.4% 9.3%
Speed ​​of delivery of arrived cargoes 71.6% 80.0% 8.4%
Competence and courtesy of the warehouse staff when issuing incoming goods 87.3% 95.3% 8.0%
Arranging the order of service of documents for arrived cargoes 82.4% 90.4% 8.0%
Competence and courtesy of the staff when processing documents upon arrival 89.4% 97.1% 7.7%
Warehouse cleanliness 71.4% 78.6% 7.2%
Comfort of client rooms 83.7% 89.4% 5.7%
Safety of arrived cargoes 84.0% 88.7% 4.7%
Availability of call center 83.6% 88.3% 4.7%
Technical equipment of the warehouse 63.9% 67.3% 3.3%
Organization of the order of acceptance of goods for departure 73.3% 76.4% 3.0%
Completeness and availability of information on the site 78.5% 80.5% 2.0%
Departure cargo acceptance rate 68.0% 67.9% -0.1%
The speed of issuing documents for arrived goods 78.7% 72.1% -6.6%
Organization of the order of delivery of arrived cargoes 77.4% 68.9% -8.5%
Convenience of the "Personal Account" service 83.3% 72.2% -11.1%
N=200

10. 8
25
22
17
24
14
19
11
15
26
18
23
16
12
21
20
7
13
6
5
1
2
10
3
4
9
65,0%
70,0%
75,0%
80,0%
85,0%
90,0%
95,0%
100,0%
93,0% 94,0% 95,0% 96,0% 97,0% 98,0% 99,0% 100,0%
Satisfaction Matrix (CSI or Csat)
10
ACTUAL
QUALITY
SIGNIFICANCE
High importance-
high satisfaction
High importance - low
satisfaction
Significance Actual quality
1 Completeness and availability of information on the site 98.0% 80.5%
2 Convenience of the "Personal Account" service 97.8% 72.2%
3 Availabilitycallcenter 97.3% 88.3%
4 The quality of information provided by the call center 97.3% 92.4%
5 Ease of entry/exit to the terminal 98.4% 95.2%
6 Ease of issuing a pass 98.7% 93.3%
7 Ease of customer parking 99.1% 95.3%
8 Technical equipment of the warehouse 100.0% 67.3%
9 Warehouse cleanliness 93.2% 78.6%
10 Comfort of client rooms 97.6% 89.4%
11
Competence and courtesy of the warehouse staff when
receiving cargo for departure
100.0% 97.5%
12 Departure cargo acceptance rate 99.4% 67.9%
13
Organization of the order of acceptance of goods for
departure
98.8% 76.4%
14 Security when receiving goods for departure 100.0% 91.3%
15
Competence and courtesy of staff when processing
documents for departure
100.0% 97.6%
16
Organization of the order of documents servicing for
departure
99.4% 94.7%
17 Speed ​​of acceptance of documents for departure 100.0% 88.8%
18 Correctness of application of tariffs - departure 100.0% 100.0%
19
Competence and courtesy of the warehouse staff when
issuing incoming goods
100.0% 95.3%
20 Speed ​​of delivery of arrived cargoes 99.1% 80.0%
21 Organization of the order of delivery of arrived cargoes 99.2% 68.9%
22 Safety of arrived cargoes 100.0% 88.7%
23
Competence and courtesy of the staff when processing
documents upon arrival
99.6% 97.1%
24
Arranging the order of service of documents for arrived
cargoes
100.0% 90.4%
25 The speed of issuing documents for arrived goods 100.0% 72.1%
26 Correctness of application of tariffs - arrival 100.0% 99.1%
N=200

11. Ways to improve the quality of service
according to the satisfaction matrix
11
Technical equipment of the warehouse
Speed of acceptance of goods for departure
Organization of the order of delivery of arrived goods
Speed of issuance of documents for arriving goods
Convenience of the "Personal Account" service
Organization of the order of acceptance of goods for departure
Cleanliness warehouse
Speed of delivery of arriving goods
Completeness and accessibility of information on the site
Availability of the call center
Safety of arrived goods
Speed of acceptance of documents for departure
Comfort of client lounges
Organization of the order of service of documents for arriving goods
Safety of receiving goods for departure
The quality of information provided by the call center
Convenience of issuing a pass
Organization of the order of service of documents for departure
Ease of entry/exit to the terminal
Convenience of customer parking
Competence and courtesy of the warehouse staff in the delivery of arriving goods
Competence and courtesy of the staff when processing documents upon arrival
Competence and courtesy of the warehouse staff when accepting cargo for departure
Competence and courtesy of the staff in the processing of documents for departure
The correctness of the application of tariffs - arrival
Last
First of all
N=200

12. A P P E N D I X 1 . S A T I S F A C T I O N W I T H C E R T A I N
T Y P E S O F S E R V I C E ( P A R T )

13. Completeness and availability of information on the site
13
Average
2022
Average 2023 1 point 2 points 3 points 4 points 5 points
Significance of the indicator 97.5% 98.0% 2.5% 0.0% 0.0% 0.0% 97.5%
The quality you expected 100.0% 99.5% 0.0% 0.0% 0.0% 2.6% 97.4%
Actual quality 78.5% 80.5% 2.6% 12.8% 12.8% 23.1% 48.7%
Didn't come across 25.0% 23.1%
➢ Satisfaction, although it showed a slight increase compared to the previous period, nevertheless, is at a
threshold level and, given the high importance of the indicator for customers, needs to be improved.
HIGH
quality
HIGH
importance
97,5% 100,0%
78,5%
25,0%
98,0% 99,5%
80,5%
23,1%
0,0%
20,0%
40,0%
60,0%
80,0%
100,0%
120,0%
Среднее значение 2017 Среднее значение 2018
Significance of the indicator Quality that was expected to be received Actual quality Cannot assess
Average 2022 Average 2023

14. Information Support
14
➢ The significance of all indicators in the 2nd wave of the survey was rated much higher and is very high.
➢ Satisfaction with the quality of services also increased, with the exception of satisfaction the convenience
of the "Personal Account" service, which fell below the threshold level. This service needs improvement.
➢ Minor improvements are also needed in terms of the completeness and accessibility of information on the
site, which are of the greatest importance to customers.
➢ In the future, it is advisable to maintain the quality of other services at the existing level.
Actual quality The quality you expected
Significance of the
indicator
2022 2023 2022 2023 2022 2023
Availability of call center 83.6% 88.3% 93.3% 100.0% 66.7% 97.3%
The quality of information provided by
the call center
83.2% 92.4% 93.3% 100.0% 66.7% 97.3%
Convenience of the "Personal Account"
service
83.3% 72.2% 90.0% 99.4% 90.0% 97.8%
Completeness and availability of
information on the site
78.5% 80.5% 100.0% 99.5% 97.5% 98.0%
N=200

15. 75,0% 75,0%
63,9%
7,7%
100,0%
91,9%
67,3%
11,5%
0,0%
20,0%
40,0%
60,0%
80,0%
100,0%
120,0%
Значимость показателя Качество, которое ожидали получить Фактическое качество Не сталкивался
Среднее значение 2017 Среднее значение 2018
Average
2022
Average 2023 1 point 2 points 3 points 4 points 5 points
Significance of the indicator 75.0% 100.0% 0.0% 0.0% 0.0% 0.0% 100.0%
The quality you expected 75.0% 91.9% 0.0% 0.0% 0.0% 40.5% 59.5%
Actual quality 63.9% 67.3% 2.3% 20.5% 31.8% 29.5% 15.9%
Didn't come across 7.7% 11.5%
Technical equipment of the warehouse
15
➢ Despite the increase, satisfaction with the service remains low with a maximum rating of
importance
LOW
quality
HIGH
importance
Significance of the indicator Quality that was expected to be received Actual quality Cannot assess
Average 2022 Average 2023

16. 86,7%
80,0%
68,0%
46,2%
99,4%
92,1%
67,9%
34,6%
0,0%
20,0%
40,0%
60,0%
80,0%
100,0%
120,0%
Среднее значение 2017 Среднее значение 2018
Departure cargo acceptance rate
16
➢ still remains nlow satisfaction with the service with increasing
importance
➢ Actual quality is rated lower than expected
Average
2022
Average 2023 1 point 2 points 3 points 4 points 5 points
Significance of the indicator 86.7% 99.4% 0.0% 0.0% 0.0% 2.9% 97.1%
The quality you expected 80.0% 92.1% 0.0% 0.0% 0.0% 39.4% 60.6%
Actual quality 68.0% 67.9% 0.0% 24.2% 27.3% 33.3% 15.2%
Didn't come across 46.2% 34.6%
LOW quality
HIGH
importance
Significance of the indicator Quality that was expected to be received Actual quality Cannot assess
Average 2022 Average 2023