HONG KONG – MOL Liner Ltd. announces the June 2016 results of Regional Key Performance Indicators (KPI) in the Americas in the following categories: customer service, and electronic data interchange (EDI). The results are available on a monthly basis and posted in greater detail at www.CountOnMOL.com. The results of the Shipment Management Center Customer Commitments are included. June 2016 Regional Key Performance Indicators (KPI)
KPI
TARGET APRIL 2016 MAY 2016 JUNE 2016 Lost call percentage
Less than 2% 1.84% 1.96% 1.95% Less Waiting
Average telephone wait time Less than 90 seconds* 13 seconds 18 seconds 11 seconds The Two Hour Booking
Average booking turn time 95% within 2 hours 52% 75% 84% The Prompt Response
Email response time 95% within 4 hours 91% 96% 96% Service Recovery**
Ticket Turn Time 70% within 48 hours 71% 91% 92% The 24 Hour Quote
Rate quotation speed 85% within 24 business hours 92% 94% 94% Asia to U.S. Documentation Accuracy
99.50% 99.41% 99.14% 99.22% U.S. Export Documentation Accuracy
99.50% 99.22% 99.22% 99.27% U.S. Export B/L Documentation
Completion Rate 98% Complete 24 Hours After Vessel ATD 99.60% 99.60% 99.63% The 24 Hour B/L
U.S. Export B/L Documentation Completion Rate 95% completed 24 hours after receipt of shipping instructions 98% 97% 99% EDI Message Processing
Without Failure 95%*** 95.9% 96.0% 97.0% EDI Uptime
99% 99.0% 99.3% 99.5% Customer setup time
100% setup within 48 hours**** 100% 100% 100% Customer scorecard compliance
95% 95.6% 95.1% 96.2%
*The target was modified from 20 seconds to 120 seconds, effective with January 2015. It was again modified to 90 seconds, effective with September 2015 and the establishment of the Shipment Management Center Customer Commitments. **This is a new service recovery KPI which measures the percentage of service recovery tickets that are resolved within 48 hours. It replaces the previous KPI that measured only the ticket assignment speed. ***The target has been increased from 90% to 95%, effective with January 2015. ****The target has been modified effective in January 2015. The target was previously ”within 72 hours”. It is now ”100% setup within 48 hours.”