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% |
MOL Liner Announces June 2016 KPI Results for Americas Region
posted by AJOT | Jul 28 2016 at 08:25 AM | Liner Shipping
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)
*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.”