The Kenya Ports Authority today announced that Overall Customer Satisfaction Index for 2023 stands at 79%

Port stakeholders attending a KPA Strategic Plan 2023/2024-2027/2028 and the Customer Satisfaction Survey 2023 sensitization forum at a Nairobi hotel were told that the index recorded an upward growth-rate from 70% in 2020 and 71% in 2018.

The latest (2023) satisfaction was driven by Contactless service innovations during the Covid 19 Pandemic which made customers’ work easier post-lockdown and the New Normal situation.KPA commissioned SBO training to conduct a Customer Satisfaction Survey that sought to assess the extent to which customers were satisfied with the services provided.

KPA Managing Director Captain William Ruto says the top objective in the priority list in the Strategic Plan 2023/24-2027/28 is for the Authority to attain a Customer Satisfaction Index of 75%.

In a speech read on his behalf by the Manager Container Operations Mr.Peter Masinde , Captain Ruto says that to realise the latest mark, levels of service delivery have been consistent as evidenced in the results of the four previous Customer Satisfaction Surveys.

The MD says KPA is presenting the survey findings to its stakeholders for appreciation and feedback on the satisfaction indices while looking forward to improved collaboration between stakeholders and Partner Government Agencies (PGA’s) to ensure the service offering is positively impacted.

Source : KPA