Customer Satisfaction

Building successful long-term relationships with customers is vital to business sustainability and growth. A customer-centric approach and an established track record of project deliveries have enabled the Group to develop a strong clientele base and grow its market share.

The Group’s consistent performance has been demonstrated through an established track record of safe and timely project deliveries that meet customers’ quality, safety, security and environmental requirements.

FORGING LONG TERM PARTNERSHIPS

Through active engagement, close cooperation and open communication, Sembcorp Marine has forged long-term partnerships and grown its customer base to include leading players and established firms in the offshore and marine sector. Alliance and Favoured Customer Contract (FCC) partners account for majority of the clientele for repairs and upgrades, providing the Group with a resilient base-load for sustainable growth.

Sembcorp Marine manages its customer relationship activities through diverse platforms to ensure constant engagement with the customer project teams, work groups and senior management. The Group employs a structured framework to capture information, feedback, expectations and recommendations which are evaluated, translated into strategic action plans and cascaded across the organisation for improvements.

Building successful long-term relationships with customers is vital to business sustainability and growth. A customer-centric approach and an established track record of project deliveries have enabled the Group to nurture confidence and trust among its customers.

CUSTOMER SATISFACTION

Customer satisfaction is a key performance indicator for the Group’s shipyards. As part of the yards’ performance assessment, each project is concluded with evaluation forms to ensure that customer feedback continues to drive improvements within the organisation. Covering aspects such as quality, responsiveness, delivery, expertise and facilities, these feedback mechanisms perform several functions:

1) Provide a formalised platform of communication

Documents are archived to ensure that the yards’ database of clients and customer relationship management systems are updated.

2) Enable the yards to assess, track and evaluate performance

Feedback collected from customers are evaluated by the respective teams for necessary action. Ratings that are less satisfactory are brought up to the attention of management from both the marketing and respective function teams for review and appropriate actions.

3) Identify potential areas of new opportunities or improvement

Feedback and suggestion mechanisms provide information to formulate, fine-tune and evaluate strategies and map action plans to ensure competitiveness. The Group’s close partnership and engagement with customers have led to product innovations as well as continuous enhancements in health, safety, security and environment processes.

Employees who interact closely with clients undergo a well-rounded repertoire of training in areas such as effective communication, interpersonal skills, project management and business contract law to ensure responsiveness and provide a positive service experience for customers.

For more information on our customer relationship management processes, please click here

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