HONG KONG – MOL Liner Ltd. announces the May 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 HYPERLINK “http://www.CountOnMOL.com” www.CountOnMOL.com. The results of the Shipment Management Center Customer Commitments are included. May 2016 Regional Key Performance Indicators (KPI)
KPI TARGET MARCH 2016 APRIL 2016 MAY 2016
Lost call percentage Less than 2% 0.35% 1.84% 2.90%
Less Waiting Average telephone wait time Less than 90 seconds* 11 seconds 10 seconds 10 seconds
The Two Hour Booking Average booking turn time 95% within 2 hours 77% 52% 75%
The Prompt Response Email response time 95% within 4 hours 91% 91% 96%
Service Recovery** Ticket Turn Time 70% within 48 hours 81% 71% 91%
The 24 Hour Quote Rate quotation speed 85% within 24 hours 87% 92% 94%
Asia to U.S. Documentation Accuracy 99.50% 99.33% 99.41% 99.14%
U.S. Export Documentation Accuracy 99.50% 99.07% 99.22% 99.22%
U.S. Export B/L Documentation Completion Rate 98% Complete 24 Hours After Vessel ATD 99.65% 99.65% 99.60% 99.60% 99.60%
The 24 Hour B/L U.S. Export B/L Documentation Completion Rate 95% completed 24 hours after receipt of shipping instructions 99% 98% 97%
EDI Message Processing Without Failure 95%*** 95.4% 95.9% 96.0%
EDI Uptime 99% 99.2% 99.0% 99.3%
Customer setup time 100% setup within 48 hours**** 100% 100% 100%
Customer scorecard compliance 95% 96.0% 95.6% 95.1%
*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.”