SAA Cargo CSS September 2015 -

SAA Cargo CSS September 2015: View Response #20

Quick Launch

Name of the Customer

Quinn Balie

Name of Company

UTI South Africa

Province

Eastern Cape

City

Port Elizabeth

Please indicate your designation

Other (specify)

Other (Specify)

Export Controller

How often do you use domestic cargo services?

Quarterly

How often do you use regional cargo services?

Monthly

How often do you use international cargo services?

Daily

Which of the following airlines do you use for Domestic Cargo Services?

South African Airways Cargo; BA/Comair; SA Express

Which one of the following airlines do you use for Regional Cargo Services?

South African Airways Cargo; Air Mauritius; Airlink; SA Express

Other - Specify

Which of the following airlines do you use for International Cargo Services

British Airways; Emirates; Etihad; KLM/Air France; Lufthansa; South African Airways; Swiss; Virgin Atlantic

Other: Specify

Which additional destinations you believe must be added to the SAA Cargo schedule?

How do you rate our services in comparison to our competitors?

Average

Please rate the quality and service efficiency of the following SAA Cargo Products & Services.

	Excellent		Good		Average
	1	2	3	4	5

General Cargo Services
Valuable Cargo Services (VAL)
Perishables (PER)
Dangerous Goods (DGR)
Live Animals (AVI)
Mail
Courier Services
Human Remains (HUM)
SAA Cargo Express
Small Cargo: No express booking
Bulk Cargo: Booked express
Domestic Express: Daytime
Domestic Express: Starlight
Regional Courier Services
Charter Service
Cargo Handling Services

Please rate the services and efficiency of the following SAA Cargo departments.

	Poor		Average		Good
	1	2	3	4	5

Customer Services
Reservations
Exports
Imports
Domestic Forwarding
Domestic Receiving
Sales
Special Services: Courier
Special Services: Mail
Special Services: Transhipments
Claims Department
Credit Management & Verifications
Communications

Your opinion about our rates (please tick appropriate box & write your comments in space provided)

Other (Specify)

What do you like most about SAA Cargo?

SAA Cargo services are very convienant to make use of.

What do you like least about SAA Cargo?

In some instances, SAA hand the cargo over to different carriers to service a particular destination. When this happens, tracking becomes difficult as SAA are not always able to provide accurate information

Please rate the services and efficiency of our Reservations and Customer Service Personnel

	Poor		Average		Good
	1	2	3	4	5

Professionalism and Efficiency
Product Knowledge
Friendliness and Warmth
Helpfulness
Communication Skills
Overall service standards of our Customer Service Agents

Please rate the service and efficiency of our Customer Service Agents at Acceptance Counters.

	Poor		Average		Good
	1	2	3	4	5

Professionalism and Efficiency
Product Knowledge
Friendliness and Warmth
Helpfulness
Communication Skills
Overall service standards of our Customer Service Agents

Please rate the services and efficiency of our Customer Service Agents at Delivery Counters

	Poor		Average		Good
	1	2	3	4	5

Professionalism and Efficiency
Product Knowledge
Friendliness and Warmth
Helpfulness
Communication Skills
Overall service standards of our Customer Service Agents

Please rate your experience with the security standards

	Poor		Average		Good
	1	2	3	4	5

Professionalism of security personnel at the gate
Efficiency of security personnel at the gate
Safety in the premises
The screening in the warehouse upon lodging of cargo
The screening in the warehouse during cargo collection

Does your company believe that there are benefits in using e-Freight?

Yes

Is your company e-Freight ready?

Yes

How can we improve our service and product offering to you?

improved tracking capabilities - more real time tracking and updates. More competitive rates & specials / promotions on certain lanes every now and then.