SATISFACTION COOPERATION WITH RSSATISFACTION COOPERATION WITH RSOF SHIPPING COMPANIES, OF SHIPPING COMPANIES,

RESEARCH INSTITUTES, DESIGN OFFICES,RESEARCH INSTITUTES, DESIGN OFFICES,SHIPYARDS AND ENTERPRISES IN SHIPYARDS AND ENTERPRISES IN 20072007

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Methodology of poll performanceMethodology of poll performance

The poll of shipowners, research institutes, design offices, shipyards and enterprises is carried out annually since 2002 in the RS using questionnaires.

The latter contains 26 blocks of questions of which 14 ones define factors affecting satisfaction of customers with RS services.

All factors have two characteristics: “importance” means the level of satisfaction by the factor itself as well as “influence” of this factor on the resulting “satisfaction index”. Correspondingly, each of the factors under review has a complex internal structure and consists of subfactors with their own level of “satisfaction” and “ importance”.

For example:

Factor Q3 ”RS general impression” contains questions for which answers define customers’ assessment of organization and its employees’ professionalism, promptness of works, RS rates.  

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Methodology of poll performanceMethodology of poll performance

Block (factor) “RS general impressionRS general impression” includes answers for the following questions (sub-factors); a) RELIABILITY – this is a reliable professional organization furnishing services at the international level;

b) PROMPTNESS – this is the organization employing efficiently working personnel;

c) QUALIFICATION – this is the organization which personnel permanently demonstrate skilled performance;

d) EXPANDED NETWORK OF BRANCH OFFICES – this is the organization with the sufficiently wide network of representations which can timely provide its services;

e) CORRESPONDENCE OF QUALITY TO RATES – the organization wherein services quality corresponds to rates.

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MethodologyMethodology

Each questionnaire item is formulated as a statement.

Completing the questionnaire, the extent of agreement or disagreement with those statements is

to be indicated. 

The scale used for answers:  from 1 point (“complete disagreement”)

to 10 points (“complete agreement”).

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Calculation modelCalculation model

- Factors - Factor significance (impact)

The calculation model demonstrates basic directions of RS and customers’ interrelation.The final result of calculation is two interrelated indices:  

1) Satisfaction index demonstrates, in points (from 1 to 100), clients’ satisfaction with RS co-operation.

2) Loyalty demonstrates, in points (from 1 to 100), willingness to continue co-operation with the RS, to use additional services and recommend this organization to their colleagues and other interested parties.

External factors65,9

Initial survey quality76,4

Image of conventional documents84,5

Perception of value84,6

Image of RS class84,5

Survey under repair quality83,3

Additional products and services quality84,6

General impression88

Periodical survey quality81,5

Survey in case of accident quality85,7

Image of RS rules and regulations88,3

Quality of RS rules and regulations88

ISM Code and ISPS Code work quality89,7

Professionalism88,4

0

0,46

0,04

0

0

0,13

0,44

0,14

0

0,05

0,03

0

0,06

0,12

CustomerSatisfaction Index

81,30,63

Loyalty85

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Overall indicators of shipping companies’ Overall indicators of shipping companies’ satisfaction index and loyaltysatisfaction index and loyalty

In 2007 the values of the resulting indicators grew which is especially important after reduction of values a year before. In general, one may note rather high level of values of resulting indicators. More than 80 points is a good result keeping in mind that the average satisfaction level customers of the European banks and insurance companies is 70-72 points (as per EPSI-Rating).

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Shipping companies satisfaction by factorsShipping companies satisfaction by factors

Majority of factors show positive dynamics in 2007 as opposed to 2006

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GENERAL IMPRESSION factorGENERAL IMPRESSION factor

Positive growth of the GENERAL IMPRESSION factor (+2 points) is caused by the significant positive dynamics of all components of this factor (subfactors) :Correspondence of quality to rates (+4,6);Promptness (+3,3);Expanded network of branch offices (+1,8);

Reliability (+1,6);Qualification (+2,5).

77,7

87,188,8 88,3 89

78,2

84,9

87,288,6 88,1

82,8

88,289

90,2 90,6

70

75

80

85

90

95

Correspondence of quality to rates

Promptness Expanded network of branch offices

Reliability Qualification

Subfactor

2005 2006 2007

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PERCEPTION of VALUE factorPERCEPTION of VALUE factor

The PERCEPTION of VALUE factor shows the customers’ point of view about expediency of costs associated with acquisition of RS services. In 2007 the significant increase of the shipowners satisfaction ( price/quality criteria) of surveys under repair (+2,4) as well classification (+2,2) and statutory (+1,2) services.

80,2

81

82,2

83,784,2 84

80,881,2

82,4

84,7

83,9

82,6

84,4

85,5

83,4 83,684,2 84,5

85 85,185,6

70

75

80

85

90

Classification services Convention services Initial survey Quality of services in general

Survey under repair Periodic survey Survey in connection with an

emergency case

Val

ue

Subfactor

2005 2006 2007

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Overall indicators of industrial enterprises’Overall indicators of industrial enterprises’ satisfaction index and loyalty satisfaction index and loyalty

The values of resulting indicators of industrial enterprises slightly reduced as opposed to 2006 although they remain higher than 2005 values. Nevertheless, the value of the satisfaction index is sufficiently high and the loyalty indicator is higher than 80 points which is a very good result.

79

82

77,2

85

77,5

83

79

85,4

78,4

84,5

70

75

80

85

90

Satisfaction Loyalty

Val

ue

Indicator

2003 2004 2005 2006 2007

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Satisfaction of enterprises by factorsSatisfaction of enterprises by factors

All factors have a high satisfaction level ( 79 to 90 points). Most factors show positive dynamics. In 2007 the most significant growth is noted for IMAGE of DOCUMENTS, QUALITY OF ADDITIONAL PRODUCTS AND SERVICES, PROFESSIONALISM.

76

8586

87 8788

8990

73

8485

86 86 86 86

89

78

8483

85

83

8685

88

77

85 85

87

84

8887

89

79

8586

87

85

88

85

90

60

65

70

75

80

85

90

Image of RS documents Perception of value Quality of additionalRS products and

services

RS Norms and rules Quality of RS surveyunder repair

General impressionabout RS

Quality of RS initial,annual, intermediate,

periodical survey

Professionalism

2003 2004 2005 2006 2007

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ADDITIONAL ADDITIONAL

((NON-MODELNON-MODEL) ) ISSUESISSUES

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Provision of additional services and productsProvision of additional services and products

The most popular additional service is a regular circulation by e-mail of RS news to customers. The second position is taken by possibility to buy RS documents in the electronic form.

63

83

49

6567

88

62

75

68

87

63

73

66

89

63

79

66

90

59

78

25

50

75

100

Desire to take part in more specialised

seminars held by the RS

Desire to have regular news f rom RS by E-Mail

Desire to take part in the discussion of topical

professional problems at the Internet RS site

Desire to get RS documents recorded on

the electronic media

(%)

2003 2004 2005 2006 2007

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Our standpoint is that the RS performance has improved Our standpoint is that the RS performance has improved during the last five yearsduring the last five years

The distribution is permanent since 2003: the absolute majority of respondents (96%) have noted improvements in RS performance during the last five years.

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Will you recommend to your friends and colleagues to deal with the RSWill you recommend to your friends and colleagues to deal with the RS??

The absolute majority of respondents (70%) would recommend RS services to their friends and colleagues.

70

2

71

2

73

1

70

20

10

20

30

40

50

60

70

80

Yes No, I would not givea positive reference

(%)

2004 2005 2006 2007

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About SHIPOWNERS-RESPONDENTS About SHIPOWNERS-RESPONDENTS

The number of ships operated by our company:

33

26

911

21

40

19

14 13 14

35

18

14

9

24

37

29

108

16

36

28

107

19

5

15

25

35

45

1-3 4-7 8-10 11-15 more 15

(%)

2003 2004 2005 2006 2007

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We are going to increase the number of ships by means ofWe are going to increase the number of ships by means of::

14%

14%

30%

37%

5%

Building of new vessels in Russia Building of new vessels abroad

Acquisitions already existing ships We shall try to retain our vessels in operation

We plan to retrench our fleet

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About ENTERPRISES-RESPONDENTSAbout ENTERPRISES-RESPONDENTS

Number of staff:

52

24 24

54

20

26

59

24

17

54

27

19

51

31

18

10

20

30

40

50

60

less 250 250-1000 more 1000

(%)

Number of staff

2003 2004 2005 2006 2007

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Our business isOur business is::

12%

18%

8%32%

30%

Ships designing ShipbuildingManufacture of materials for vessels Manufacture of equipment for vesselsVessels servicing

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Principal conclusions:Principal conclusions:

•The studies performed have demonstrated rather high level of RS clients’ (enterprises and shipowners) satisfaction with co-operation with the RS.

•The loyalty indicator is higher than the satisfaction factor. Thus, RS has some safety margin in relations with customers. Nevertheless, the RS should successively implement improvements within the framework of control over interrelation with clients and maintain the quality of services at the proper level.

•In 2007 the SHIPOWNER’S SATISFACTION AND LOYALTY FACTOR grew as opposed to 2006;

• Shipping companies’ satisfaction and loyalty is higher than for the industrial enterprises. Therefore, RS shall put some efforts to improve relations with the industrial enterprises in the coming future.

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Recommendations for better work with shipowners Recommendations for better work with shipowners

Improvement priorities :1. Quality of survey in repair

2. General impression

3. Class image

4. Perception of value (benefits from cooperation with RS as opposed to related costs)

5. Professionalism

Shipowners’ general satisfaction and loyalty is mostly influenced by GENERAL IMPRESSION and CLASS IMAGE. Both factors are RS strong advantagesBoth factors are RS strong advantages.. Closer attention is to be paid to CLASS IMAGE which shows satisfaction with benefits gained by a ship classed by RS.

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Recommendations for better work with enterprises

Improvement priorities :Improvement priorities : 1. RS general impression

2. Perception of value (benefits of co-operation with the RS regarding costs)

3. Professionalism

4. Image of documents

No areas for improvement to increase satisfaction and loyalty of customers of this group were found. Still, IMAGE of RS DOCUMENTS which shows benefits from cooperation with RS and use of its documents, norms and RS rules is worth noting. Over the whole research period customer satisfaction with this factor was lower than for other factors. This factor is to be considered during compilation of improvement programs.

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RS management thank you RS management thank you for taking part in a projectfor taking part in a project