Dear All,
Thank you for visiting our website.
We are a provider of sea transportation service, most of which is not visible for customers.
To best serve our customers, we always focus on achieving highest customer satisfaction by:
・offering more competitive prices,
・ensuring greater safety and reliability, and
・meeting customer needs better than competition
Since our establishment, we have strived to provide best services based on the 10 promises we have designed in line with our business philosophy.
However, these statements alone are not enough to win customers' trust.
So, we have sought a way to identify concrete measures to achieve higher customer satisfaction, and concluded that the best way was to directly ask our customers' opinions and needs.
Released below are some of our customers' opinions we have collected from 1,000 companies nationwide.
Q1: What concerns, if any, did you have before using our service?
Some of the customers' comments:
I had no concern when starting business with them because I found their quick response very reliable.
(Sales rep of a transportation company in Gifu Pref.)
Regarding their capability to secure shipping space constantly.
(Mr. Ichikawa from an industrial equipment manufacturer in Nagano Pref.)
We were a little concerned about possible troubles at overseas locations.
(Overseas marketing manager of an aluminum wheel manufacturer in Fukui Pref.)
Most our customers were already using the services of other forwarders, and a significant percentage of customers had concerns about service quality.
Meanwhile, over 43% replied that they had no particular concerns, which suggests that Japan Trust's sales reps provided appropriate and convincing explanations regarding the company's service.
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Q2. What helped alleviate your concerns?
Some of the customers' comments:
The attitude of the sales reps was very pleasant and reliable, which was one of the main reasons that I decided to use their service.
(Container arrangement manager of a trading company in Tokyo)
They provided us with various suggestions to meet our needs always with a very positive attitude.
In fact, I feel that I should have begun using their service much earlier.
(Operation manager of an overseas moving company in Hyogo Pref.)
We focus on past experience when selecting service providers. Japan Trust had sufficient experience in transportation projects in the U.S.
(Overseas marketing manager of a special fiber manufacturer in Kanagawa Pref.)
"Confidence in sales reps" was the dominant factor, accounting for 73.33%, followed by "service quality," "experience" and "handling capability in overseas location."
This shows that excellent quality of Japan Trust's sales reps to properly respond to customer needs and their superb personality were highly recognized by potential customers.
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Q3. What was the crucial factor when you decided to use our service?
Some of the customers' comments:
Since we are working on cost saving, we found Japan Trust's cost advantage very attractive, and the fact that they had sufficient experience in transactions for trade among three countries and had Japanese staff working at their U.S. offices.
(Manager of a special metal manufacturer in Aichi Pref.)
Japan Trust was the best in terms of response to our inquiries and requests. They were very quick and careful.
(Trading division manager of a trading company construction material/machinery in Osaka Pref.)
In addition to reasonable price offers, their sales reps appeared to be so reliable and positive that I wanted to work with them.
(Trade division chief of a soy sauce maker in Chiba Pref.)
"Price" was the largest factor accounting for 44.83%. Many customers focused on cost saving in transportation processes and replied that they found Japan Trust's offer the most reasonable. The second largest factor was "Trust in sales reps," which account for 37.93%. Quick and careful service and reliable and skillful qualities of sales reps were highly appreciated by customers.
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Q4. How well were you satisfied with Japan Trust's NVOCC service?
Some of the customers' comments:
I realized Japan Trust's strengths in North America. Our clients also wish to continue using Japan Trust's service.
(Sales rep of a logistics company in Osaka Pref.)
I liked the sincere attitude of the staff.
I am very satisfied because they are always supportive and flexible.
(Logistics manager of a metal parts manufacturer in Tokyo)
I think their service is excellent since no problem has occurred so far. I would like to continue using their service.
(CEO of a food product trading company in Kanagawa Pref.)
"Very satisfied" and "satisfied" account for 90.91% of total while only 1.82% replied "dissatisfied," which shows customers' strong trust in our service.
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Q5: What did you find satisfactory about Japan Trust's service?
Some of the customers' comments:
Their quick communication regarding transportation status is always helpful to us.
(Industrial equipment div. manager of a textile exporter in Hyogo Pref.)
In addition to flexible response to our needs, they always provide us with much useful information regarding other issues than shipping as well.
(Marketing staff of an automobile parts manufacturer in Shizuoka Pref.)
I am impressed with sincere and positive attitude of staff, which results in their quick and flexible response.
(Import/export transaction staff of a trading company in Fukuoka Pref.)
"Overall service" was the top factor, accounting for 42.31%. This suggests that they identified more than one satisfactory factors. The second largest factor was "quick response," followed by "staff quality." These relate to service quality. Many customers also replied that they were satisfied with "price" and "service by staff".
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Q6: How did your sea transportation costs change after using Japan Trust's NVOCC service?
Some of the customers' comments:
Though anticipated, costs were actually reduced to very satisfactory levels.
(Div. chief of a textile importer in Kyoto Pref.)
Their flexible price offers have been helpful, contributing to more appropriate cost management.
(Overseas marketing director of a semiconductor manufacturer in Mie Pref.)
To be honest, we have not noticed significant cost reduction, but we are satisfied with Japan Trust's expertise and reliability, which are the most important factors to us.
(Staff of a retailer in Aichi Pref.)
"Decreased significantly" and "decreased" account for 71.43% of the total, which shows the actual cost reduction effectiveness of our NVOCC services. Most customers continue using our service even if their transportation costs have not changed or have even increased in some cases because they appreciate our capability to constantly secure shipping space even during peak periods. Some also replied that they appreciated our experience and the flexible service of our staff.
This customer survey results show that more than 90% of over 1,000 clients are satisfied with the services we have provided based on our business philosophy of:
・offering more competitive prices,
・ensuring greater safety and reliability, and
・meeting customer needs better than competition.
The survey also revealed that 99.71% of the customers continued using our service. This, we believe, proves excellent customer trust in of our NVOCC service.
While very proud of these results, we intend to strive to offer even better service for higher customer satisfaction, on the basis of the 10 promises we have emphasized in our business since our establishment.
We thank you for viewing our website and hope that you find these survey results informative.
Thank you very much.
