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Hapag-Lloyd takes the next step in its 2030 strategy by introducing enhanced quality promises. These promises further develop the company’s self-defined commitments to quality and aim to ensure significantly improved operational quality as well as increased service quality – an important contribution to an even more reliable and customer-oriented liner shipping.
(Hamburg) Building on the existing quality promises, Hapag-Lloyd aims to further minimize delays, increase reliability, and provide customers with more predictability, transparency, and efficiency. Through improved operational performance, optimized customer processes, and the expansion of digital solutions, the company strengthens its innovative capabilities and promotes growth and efficiency in its global network.
In recent years, Hapag-Lloyd has already achieved significant improvements: 90 percent of customer bookings are now processed within one business hour (compared to 60 percent in 2019), and 93 percent of calls are answered within twelve seconds. Additionally, 88 percent of all customer inquiries are resolved within eight business hours, underscoring the company’s consistent commitment to fast and reliable customer service.
The enhanced quality promises reaffirm the company’s long-term goal of becoming the “Undisputed Number One for Quality” among liner shipping companies. “It’s not just about setting goals – it’s about defining clear standards for our industry and delivering consistently high quality every day,” says Rolf Habben Jansen, CEO of Hapag-Lloyd. “Thanks to our quality promises, we can minimize delays, increase reliability, and provide our customers with the predictability they rightfully expect from us.”
Complete Transparency in Fulfillment
Hapag-Lloyd is committed to complete transparency in fulfilling its quality promises. The dashboard includes real-time tracking tools as well as enhanced digital solutions that provide customers with more control, faster response times, and improved problem resolution.
Photo: © Hapag-Lloyd
