Customer Experience Survey

Share your thoughts, shape our journey

Every successful business builds on the unwavering commitment of all partners. That is why your feedback in our Customer Experience Survey (CES) is so important – your insights will enable us to improve your shipping experience with us and support your business success. The survey takes just 6 to 8 minutes, but the impact will be long-lasting!

Let us know your thoughts on

How are our products, services and overall performance?
Do we meet your expectations?
How can we exceed them?

Our new Strategy 2030 will guide us in the coming years as we strive to become your “Undisputed Number One for Quality” – and your feedback drives our commitment to this goal. Here is a glimpse at our progress and latest initiatives we have implemented to meet your needs:

You expect a seamless digital customer journey. That’s why we are continuously developing tools that make your life easier, like our Online Dispute Portal, a global rollout of Shipping Instructions, and Chat Bot enhancements.
You wanted more sustainable transport solutions, and we delivered with our Ship Green product. Over 600 customers have already reduced their CO₂ footprint with us. Join them in making a positive impact!
You asked for more transparency on your cargo’s journey. With “Live Position”, you can track your containers along the supply chain – over 1,375,000 dry containers are already equipped with trackers!
Despite ongoing tensions in the Red Sea, we are keeping your supply chains moving, by adjusting our network and vessel deployment and ordering new containers.
Our preparations for the Gemini Cooperation are in full swing – starting February 1st, 2025, you will benefit from an interconnected ocean network with competitive transit times and industry-leading schedule reliability.

Please use the opportunity to further fuel our commitment! From October 9th to October 30th, participate in our Customer Experience Survey (CES) and share your genuine feedback. Our experts are always available to assist you with any questions you may have.

Remember: With just a few minutes invested, your journey with Hapag-Lloyd will get even better!#

Your feedback is our compass.

How does our Customer Experience Survey work?

One of the key measurements in our survey is the Net Promoter Score – or short NPS. Here you rate our performance by scoring 0 to 10.
These scores are not simply colored green or red – in fact, they signify “good” or “bad”.

To measure customer loyalty our CES includes the NPS question:

How likely are you to recommend Hapag-Lloyd to a colleague or business contact?

While the NPS indicates your long-term overall loyalty to us, the different survey sections allow you to give feedback on specific touchpoints or transactional topics.

Thank you for participating in our Customer Experience Survey.
Tip the scale left or right and influence the future.

For further information, please contact your local Hapag-Lloyd Sales or Customer Service department.