Customer Charter

New and improved: Your Personal Charter

Quote Turn Time

Quotation provided within 2 hours

2018 Target

100%
within 2 hours
Updated week #09

Current Global performance

41.7%
89.8%
30.4%
Last 7 months
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Quote Turn Time

How we measure results

This will be measured from the time you request for rates to the time we issue back a quote. By providing you a quotation in two hours, you can focus more on vital business decisions.

Disclaimer

The 100% target of quote turn time in two hours is applicable only within the working hours of your local Maersk Line office.

About the numbers

Booking Turn Time

Confirming bookings within 1 hour

2018 Target

100%
within 1 hr
Updated week #09

Current Global performance

80.4%
92.0%
74.4%
Last 7 months
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Booking Turn Time

How we measure results

Booking Turn Time will be measured from the time you submit a complete booking request to the time we issue back the first confirmation. The target for this is to confirm your bookings 100% in one hour.

Disclaimer

Booking confirmation does not override the Bill of Lading terms. Vessel space refers to preliminary reserved capacity on all vessels within the transport plan based on an expected loading volume and a pro-forma schedule. Once vessel space is confirmed, we intend to provide you this within our control.

Only working hours in accordance to the particular country where the booking has been placed are taken into consideration.

In the event that a booking will be declined, this will not be included in the Booking Turn Time measurement.

Only standard dry and reefer booking received via the following channels are included:

  • Maerskline.com
  • EDI
  • GT-NEXUS
  • E-mail based on Maersk Line standard template
  • INTTRA
About the numbers

Loaded as Booked

Cargo is loaded as booked within commitment

2018 Target

100%
loaded within your
commitment
Updated week #09

Current Global performance

83.4%
88.7%
83.1%
Last 7 months
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Loaded as Booked

How we measure

Load as booked is the number of booking loaded as last confirmed by you at the first load port. To ensure peace of mind and smooth shipping process, we aim to ensure cargo is loaded within commitment at 100%.

Disclaimer

This metric will only apply to customers with priority commitment.

About the numbers

Arrive as Expected

Your cargo arrives at the last ocean leg as per ETA or ETA plus 1 Day

2018 Target

100%
arrived as per ETA
or ETA plus 1 day
Updated week #09

Current Global performance

56.8%
64.0%
54.6%
Last 7 months
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Arrive as expected

How we measure results

On-time delivery of your cargo is one of the key focus of your business. Late arrival of cargo will disrupt your supply chain and can send a negative message among your key markets. Arrive as expected is the arrival of your cargo in the last water leg’s container yard as per ETA or ETA plus one day

About the numbers

Invoicing

Aspiration for 95% invoicing quality

2018 Target

95%
Updated week #09

Current Global performance

93.3%
95.9%
92.2%
Last 7 months
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Invoicing

How we measure results

You talked and we listened. To enhance your customer experience, we are improving the quality and accuracy of freight invoices. We measure invoice quality by the accuracy of all your freight invoices versus the number of Credit Memos issued during the same week. The target for this is 95% and applies to freight, export demurrage, and export detention invoices. Once you have experienced the improvement, only then we will apply it to import detention and demurrage.

Disclaimer

We are your partner in making sure that there will be no interruptions in any aspect of the shipping transaction. While we’re committed to making sure all your invoices are accurate, a number of invoice errors are customer-initiated*. But don’t worry, we are a team and we will work closely with you to improve these particular processes.

Customer initiated:

  • Change of invoice party
  • Change of payment term
  • Pay location change
  • Bill of lading release mode changed
  • Change to inter-modal transport or haulage type
  • Landing certificate
  • Cancelled shipment
  • Transport plan service mode changed
  • Request to change currency
  • Request for de-stuffing
  • Booking after rate expiration
  • External scanning
  • Cargo line amendments
  • Request for combined/split invoice
  • Change of destination
  • Amendment to an incorrect service contract, consignee, contractual party or commodity
  • Request for split consolidation of transport documents
  • Request for switch bill
About the numbers

First Contact Resolution

Your cases resolved on the first contact

2018 Target

80%
resolved on first contact
Updated week #09

Current Global performance

80.8%
82.1%
80.5%
Last 7 months
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First Contact resolution

How we measure results

Unwanted issues or complications during shipment is already troublesome. Resolving cases or issues need not be a part of your headache. We are committed to 80% of case resolution on the first contact so you can focus more on things that truly matter. First Contact Resolution is the percentage of cases in the closed or resolved status with only one inbound communication.

Disclaimer

If you replied on a case that has already been resolved within the following seven calendar days, the case will not be considered as First Contact Resolved. When it comes to closing cases or issues, we will ensure that it is closed to your satisfaction.

About the numbers

Case Turn Time

Resolving your cases in 24 hours

2018 Target

100%
within 24 hr
Updated week #09

Current Global performance

89.7%
91.8%
89.2%
Last 7 months
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Case Turn Time

How we measure results

Case turn time is measured from the automatic creation of the case up to its resolution within 24 running hours. We are committed to making sure that we do everything to professionally and timely resolve any problems that may arise by 100%.

Disclaimer

This measurement is applicable only within the working hours of your local Maersk Line office.

About the numbers

Communication of Change

Communicating changes made to your Transport plan within 8 hours

2018 Target

100%
within 8 hr
Updated week #09

Current Global performance

39.7%
50.5%
36.6%
Last 7 months
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Communication of Change

How we measure results

Communication of change is measured from the time of the change being made to your transport plan to the time the last customer advisory is sent out to you by our dedicated change communication team.

Disclaimer

Measurement will be based on country.

Discontinuation

This metric will be discontinued as TPCC is enhanced on existing ETA notification platform. Communication has been shared with customers via LinkedIn, Facebook and Twitter and as well as via articles on maersk.com and onemaersk. This metric will be discontinued starting October 2018.

About the numbers

Customer Charter

New and improved: Your Personal Charter

Starting point of a great partnership

Timely and updated market rates are crucial to your entire supply chain. To jumpstart a smooth shipping process, we want to provide you improved quote turn time.

Your choice for a shipping partner is greatly influenced by quotations. Getting accurate and timely quotations is vital to you so you can make important business decisions. This 2018, we aspire to provide you a quotation within two hours.

Making things happen for you

  • In order to show you we are committed to providing fast quote turn time, actions have been made to provide transparency that we are working on this key element of the shipping process.
  • Get the quotations you need in just a few clicks because you can obtain quotations online.

Confirmed bookings

Your business is always on the move that is why you want things done fast. When it comes to booking your shipment, you expect all associated details to be confirmed. We will meet your expectation by aspiring to confirm all your bookings within one hour for the year 2018 and at the same time provide you with equipment and vessel space.

Making things happen for you

  • Manage your bookings with just a few clicks using our easy-to-use e-business tools with an improved booking turn time (average of 10 minutes)
  • Obstacles that might prevent your bookings from being confirmed will be addressed accordingly.
  • Avoid equipment availability failures through improved operational processes.
  • Improved EDI mapping

Loaded as Booked

Loading your cargo as planned is one important part of the shipping process. To ensure peace of mind and avoid unwanted surprise, our commitment to you is to ensure that all cargo you booked within commitment are 100% loaded as booked.

Making things happen for you

  • For the routes where you have space commitment, we will ensure that your cargo booked within commitment is prioritised and loaded on-board as confirmed

Cargo arrival as expected.

We care about delivering your cargo as much as you do. The risk of additional cost is higher if your cargo is not delivered on time. The on-time delivery of your cargo is our key focus to ensure a smooth supply chain that will enable you to turn the promises you made into promises delivered. This 2018, we aspire for 100% cargo arrival as per ETA or ETA plus one day.

Making things happen for you

  • Proactive personnel to ensure that your cargo will arrive on time.
  • Full transparency to show we understand your need for on-time delivery.
  • Constant monitoring of your shipment from origin to destination.
  • Communications will be made in the event of changes in your transport plan.

On time and accurate invoices

We understand your need for smooth shipping transactions. We want you to avoid business interruptions that is why we are raising the bar once more to improve the quality of your ocean freight invoices by 95%.

To help you save time and effort and enhance your shipping experience, we will deliver accurate invoices so you can close your books faster and improve visibility over your transportation costs.

Making things happen for you

  • We will have experienced resources to help deliver our 95% target of invoice accuracy.
  • In order to reduce the amount of credit notes issued, we are constantly addressing root causes of invoice errors.

Efficient Case Resolution in One Contact

Shipping your cargo is no small task and there can be unexpected issues along the way. We strive to provide you solutions that will make the entire process quick and easy. In the event of any unwanted issue or trouble, we’ve got you. Your working relationship with Maersk Line is important to us and we want to ensure ease of business. In 2018, we aspire for 80% case resolution on the first contact. This will require least effort from your end in resolving issues and will enable you to invest time in other parts of your supply chain.

Making things happen for you

  • Knowledgeable experts to help in mitigating any disruptions in the shipping process
  • If there are any issues, we will proactively communicate with you to help in resolving cases.

Case Turn Time

Aside from speedy delivery, we understand your need for fast resolution of issues. Timely issue resolution can help you maintain a smooth supply chain. We won’t keep you in the dark and we will provide you updates. We aspire 100% resolution of your cases within 24 hours.

Making things happen for you

  • Our customer care team will immediately acknowledge the receipt of your issues and provide a case number for easy reference.
  • You get updates regarding the progress we are doing to resolve your issue.

Customer advisory on change of plans

No one likes to be kept in the dark when it comes to important matters. You want complete visibility during the entire transport plan of your cargo. By being updated with regards to changes in your cargo’s transport plan, you can plan accordingly and reduce risk of additional costs.

For 2017, we aspire 100% communication of changes within eight hours made to your transport plan in the event of operational incidents that may occur.

Communication of change This metric will be discontinued as TPCC is enhanced on existing ETA notification platform. Communication has been shared with customers via LinkedIn, Facebook and Twitter and as well as via articles on maersk.com and onemaersk. This metric will be discontinued starting October 2018.

Making things happen for you

  • Proactive and timely communication of changes made to your transport plan
  • A process that involves shipping experts to help in mitigating problems during transport.