MPS calls for constructive feedback at Customer Service Week

The Chief Executive Officer of Meridian Port Services (MPS), Mohamed Samara, has appealed to stakeholders in the cargo clearance chain to refine their processes to allow for increased efficiency.

According to him, it is imperative for stakeholders and customers to collaborate effectively and provide constructive feedback to the company for enhanced service delivery.

He was speaking during the Company's Customer Service Week celebrations.

“In a service environment, we really need to measure and gauge the service that we're providing to our customers and the best way to gauge it is through these forums you know where we can listen to them and understand what challenge they have and what they expect from us to do better,” he said.

Mr. Samara also advocated for a reduction in the 100% physical inspection of cargo at Terminal 3, while reminding customers to adhere strictly to the terminal's truck appointment system to avoid delays and ensure smooth operations.

“The experience that a customer gets is not just from GPHA or MPS, it's also from the statutory services and we are really hoping that they can upgrade their kind of approach to business to the speed of trade and the logistics chain in the same manner that the expectations or people are growing. The level of inspection is quite high and we would like to see a more emphasis on the risk engine that the Customs has developed to identify risky trade from non-risky trade and give the non-risky trade the facility it deserves because this is the norm in any other port,” the MPS Boss urged.

Some customers shared feedback on the Company's operations, highlighting some operational challenges, to which the Chief Financial Officer for MPS, Steen Larsen assured of a speedy resolution of the identified challenges.