To ensure our services continue to meet the needs of the port community, we conduct a user survey every two years. Notably, users rate ease of use highly, while reliability and the prevention of disruptions are cited as key areas for improvement.
The infographic presents the key results, the priorities identified by users, and the resulting improvement actions.
The results present a positive image. Users rate the ease of using our services at 8.0. Overall satisfaction with our service provision stands at 7.6, a score comparable to the previous survey(which was 7.6 in 2024). These results confirm that our services add value to our community’s logistics processes on a daily basis.
Availability remains the top priority
At the same time, the research reveals what users value most. For them, one aspect stands out above all else: services must be reliable and function without hitches. Availability, stability, and rapid problem resolution are crucial in this regard.
This is how our users describe Portbase (see the word cloud below).
From insight to improvement
That is precisely why this study is so important. User feedback helps us to make choices, set short- and long-term priorities, and to make targeted decisions regarding improvements that will make the biggest difference in practice. In the upcoming period, the insights gained from the study will be translated into concrete actions to further enhance the user experience. We will certainly be proceeding with the following actions:
- Seamless service usage
The duration of web sessions (using Portbase via web screens) is being extended from 60 to 120 minutes. This means you will need to log in less frequently during the day. We will also focus on making error messages clearer.
- Support with more options
Thanks to new tools in Customer Service, users can now indicate for themselves whether their question has been answered and the ticket can be closed. It will also soon be possible to submit questions to our staff via a form on the support website.
- Information during service disruptions
Portbase monitors the performance of services and their integrations. Automated detection allows us to identify disruptions or delays in the chain more quickly. The various development teams are working according to their own schedules.
We would like to sincerely thank all participants for their valuable feedback. Together, we ensure that our services continue to meet the needs of the port community.
