KPA Receives Report on Customer Satisfaction

By Editor On Jul 19, 2024

By Shadrack Nyakoe

Ports play a critical role in the global trade network, essential for maintaining the stability of supply chains and driving economic growth by connecting goods to consumers and suppliers.

To ensure the efficiency of its port facilities and improve customer experience, the Kenya Ports Authority (KPA) recently received findings from the latest market research focused on customer satisfaction in service delivery at port facilities.

The survey aimed to gauge customer expectations, assess improvements in service delivery, and evaluate the impact of partner government agencies on overall customer satisfaction.

Since the last survey conducted in 2020, KPA has made notable progress in implementing initiatives that have enhanced the efficiency of the Port of Mombasa and other port facilities.

One significant achievement highlighted was Mombasa’s ranking in the 2023 World Bank Global Ports Index.

The port outperformed regional competitors in the Container Port Performance Index (CPPI), a ranking that measures the efficiency of over 450 ports globally.

This recognition underscores the advancements made by KPA in boosting port efficiency.

During the presentation of the findings, KPA Managing Director Captain William Ruto acknowledged the positive outcomes of the report while noting that there is still room for further improvement. The report’s insights will be shared with partner government agencies and stakeholders in Mombasa, Nairobi, and transit markets to ensure continuous enhancement of service delivery.

The improvements in port efficiency have a direct impact on the local community.

Enhanced port operations lead to faster handling times and reduced congestion, benefiting local businesses by enabling quicker turnaround times for goods.

This can result in lower costs and increased competitiveness for local enterprises.

Additionally, better port services can attract more business to the region, potentially creating job opportunities and stimulating the local economy.

By continually assessing and improving its services, Kenya Ports Authority aims to maintain its competitive edge and support the growth of the Kenyan economy through efficient port operations.

The collaboration with government agencies and stakeholders is crucial in achieving these goals and ensuring that the port facilities meet the highest standards of performance and customer satisfaction.