Russian Maritime Register of Shipping shows growth of shipowners’ satisfaction index
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For over 10 years RS has been performing annual self-assessment based upon European Foundation for Quality Management Excellence Model. The self-assessment enables RS to enhance the quality of the services rendered as well as to introduce new services according to the customers’ needs. The RS customers’ satisfaction index remains inalterably high. Since 2002 RS has been analysing personnel and customers’ satisfaction indices according to the EPSI-Rating (European Performance Satisfaction Index Rating) – a European standard for the customers’ satisfaction and loyalty measurement. The model used allows to check the results easily.
The 2007 results show positive growth dynamics as compared to 2006. Shipping companies’ satisfaction index in respect of the RS activity equaled to 81 out of 100 (vs. 78 in 2006), the loyalty index - 85 out of 100 (vs. 84 in
In 2007 a substantial increase of shipowners’ satisfaction with survey during repair, classification and statutory services was registered. The absolute majority of the respondents (96%) have marked improvements in the RS activity over the last 5 years and declared their intention to recommend the RS services to all the interested parties.
To provide continuous improvement of the services rendered, RS since 1997 has been applying the satisfaction indices’ analysis results. 2006).
The 2007 results show positive growth dynamics as compared to 2006. Shipping companies’ satisfaction index in respect of the RS activity equaled to 81 out of 100 (vs. 78 in 2006), the loyalty index - 85 out of 100 (vs. 84 in
In 2007 a substantial increase of shipowners’ satisfaction with survey during repair, classification and statutory services was registered. The absolute majority of the respondents (96%) have marked improvements in the RS activity over the last 5 years and declared their intention to recommend the RS services to all the interested parties.
To provide continuous improvement of the services rendered, RS since 1997 has been applying the satisfaction indices’ analysis results. 2006).