Maersk Line: Improving Customer Experience

IMPROVED NET PROMOTER SCORE®

Maersk Line is the largest container shipping company in the world with over 500 vessels and 25,000 employees operating out of 325 offices in 125 countries.

We helped them improve their Net Promoter Score (NPS)®* by 40 points in only 30 months, which led to a 10% rise in shipping volumes

Maersk wanted to build a global base and stand out from their competition in a time when their industry was experiencing much globalization and outsourcing. In response, Maersk acquired different companies to build a solid base globally. They also invested in increased vessel capacity.

However, there was a lot of pressure on their margins and their customer satisfaction was low. The Maersk leadership knew they had to make a change. They wanted to differentiate Maersk as a premium brand. They decided to accomplish this goal, they would improve the Customer Experience.

Maersk Line engaged Beyond Philosophy to help with their experience improvement initiatives. Our case study reveals the key elements of this program and how Beyond Philosophy and the Maersk Customer Experience team worked together to gain customer -driven growth.

*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.