CUSTOMER SURVEY 2023
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Customer Information
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First Name
*
Last Name
*
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Company
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Designation
*
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Email
*
Phone
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General Performance
A. What is the overall quality of service you receive at Star Energy Advario?*
Your Overall Experience with our Service?
*
Excellent
Very Good
Good
Needs Improvement
B. Please rank Star Energy Advario with regards to the following parameters.*
1. Customer Oriented
*
Rate 1 out of 5
Rate 2 out of 5
Rate 3 out of 5
Rate 4 out of 5
Rate 5 out of 5
2. Reliable
*
Rate 1 out of 5
Rate 2 out of 5
Rate 3 out of 5
Rate 4 out of 5
Rate 5 out of 5
3. Good Service
*
Rate 1 out of 5
Rate 2 out of 5
Rate 3 out of 5
Rate 4 out of 5
Rate 5 out of 5
4. Flexible
*
Rate 1 out of 5
Rate 2 out of 5
Rate 3 out of 5
Rate 4 out of 5
Rate 5 out of 5
5. Safe & Environmentally Aware
*
Rate 1 out of 5
Rate 2 out of 5
Rate 3 out of 5
Rate 4 out of 5
Rate 5 out of 5
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Selection Criteria
A. Please rate the importance of the following criteria while deciding for a Storage Provider/Terminal.*
1. Jebel Ali Location
*
Very Important
Important
Somewhat Important
Less Important
Not Important
2. Global Network Storage
*
Very Important
Important
Somewhat Important
Less Important
Not Important
3. Price
*
Very Important
Important
Somewhat Important
Less Important
Not Important
4. Available Infrastructure (Tanks, Truck Loading, No. of Jetties)
*
Very Important
Important
Somewhat Important
Less Important
Not Important
5. Tank Size Flexibility
*
Very Important
Important
Somewhat Important
Less Important
Not Important
6. Bonded Storage & Customs Handling
*
Very Important
Important
Somewhat Important
Less Important
Not Important
7. Onsite Surveyors
*
Very Important
Important
Somewhat Important
Less Important
Not Important
8. HSSE Standards
*
Very Important
Important
Somewhat Important
Less Important
Not Important
9. ISO Certification
*
Very Important
Important
Somewhat Important
Less Important
Not Important
10. Connectivity with Nearby Terminal
*
Very Important
Important
Somewhat Important
Less Important
Not Important
B. Three Criteria taken into consideration while selecting a tank storage provider (1st being most important & 3rd being the least important)*
Reason
*
Reason
*
Reason
*
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Customer Service Department
A. Please rate the Customer Service Department at Star Energy Advario based on the following parameters:
1. Proactiveness
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
2. Ease of Access with POC
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
3. POC Knowledge (Product, Operation, Terminal)
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
4. Responsiveness on concerns/queries
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
5. Flexibility towards urgent requests
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
6. Accurate and Complete documentation
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
7. Assistance with documentation
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
8. Pleasant Customer Assistance
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
9. Adequate opening hours
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
10. Satisfaction in resolving issues
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
11. Rate at which customer constraints are being addressed
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
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Commercial Department
A. Please rate the Commercial Department at Star Energy Advario based on the following parameters:
1. Customer-Centric Thinking
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
2. Knowledgeable
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
3. Accessibility
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
4. Response rate to questions/inquiries
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
5. Frequent Visits
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
B. Suggestions for additional modifications to the terminal to assist the customers’ business needs:
1. Additional Storage Capacity
*
Yes
No
Not Applicable
2. Berth Improvements
*
Yes
No
Not Applicable
3. Gantry Improvements
*
Yes
No
Not Applicable
4. Operational Systems
*
Yes
No
Not Applicable
5. Pump & Meter modifications
*
Yes
No
Not Applicable
What specific aspect can we improve/modify customer’s business needs? Please specify.
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Operational Services
A. Please rate the operational services at Star Energy Advario with regard to the following:
1. Assess the Jetty’s availability
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
2. Prompt notice about Jetty availability
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
3. Timely/Prompt notification of Truck Delays
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
4. Waiting duration of trucks at terminal
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
5. Prompt notice of unexpected incidents at terminal
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
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Administration Services
A. Please rate the Reporting and Invoicing services at Star Energy Advario with regard to the following:
1. Timely / Prompt Reporting
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
2. Readability of Reports /Documents
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
3. Report Frequency
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
4. Accuracy of the Report
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
5. Accurate Invoicing
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
6. Information provided on invoice is useful
*
Excellent
Very Good
Good
Adequate
Needs Improvement
Reason
*
B. Are there any additional documents you would like to receive? If yes, kindly mention them below.
C. Suggestions for improving the Star Energy Advario reporting structure?
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Competition
A. Kindly comment on the SEAD transport modes in comparison with its competitor.
1. Average time a truck spends at SEAD
*
Less
Slightly Less
Same
Slightly More
More
2. Average time a Vessel spends at SEAD
*
Less
Slightly Less
Same
Slightly More
More
3. Average time a barge spends at SEAD
*
Less
Slightly Less
Same
Slightly More
More
B. Kindly comment on following criteria in comparison with SEAD’s competitor
1. Tank rental price
*
Lower
Same
Higher
Reason
2. Price for additional services
*
Lower
Same
Higher
Reason
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Vessel Scheduling
A. How is your experience with our berth booking system, as compared to other facilities in the region?
How is your experience with our berth booking system, as compared to other facilities in the region?*
*
A great deal better than competitors
Quite a bit Better
Somewhat Better
About what is expected
Needs Improvement
Needs a lot of Improvement
Reason
*
B. Do you have any suggestions for the way our booking system works?
Do you have any suggestions for the way our booking system works?*
*
Yes
No
Please Specify
*
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Feedback
As a part of our survey, we would like to request you to kindly explain in your own words, with specifics if required, what can Star Energy Advario do to serve you better
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