AAPA Initiative

In spring 2012, users provided port-specific feedback to container ports participating in the AAPA's Port Customer Service Initiative. Over 300 respondents took valuable time to provide the Port Performance Research Network with their insights based on their experience with port service. Of the 300, more than 200 were key decision-makers from three user groups (cargo interests, shipping lines and supply chain partners) and completed the survey diligently. We appreciate that!

What did we do with what they told us? We examined service delivery effectiveness in seven North American container ports, with more than 250,000 TEUs in volume, and provided the management team at the participating ports with useful data on their performance as seen by the three user groups. Each port had a unique portfolio of factors to "invest for improvement", and many ports found a usable "market for awareness" opportunity. East and West Coast patterns were also noted. We also provided the AAPA with the top line results of the survey (which you can now access at the web link below). Participating ports all reported that the Determinance/Importance Performance Gap Space provided a framework, which could be readily understood by their partners and staff, and on which they could determine improvement initiatives.

Read the testimonials by two of the ports on the cover page of the report.
Download the report here.