SURABAYA (ISL News) - PT Terminal Petikemas Surabaya (TPS)'s ongoing commitment to improving the quality of service to service users has yielded positive results, one of which is realized through the effectiveness of professional, transparent and responsive claims handling governance.
This success is in line with the results of the Customer Satisfaction Survey on Claims Handling which shows a very good level of satisfaction from service users with the claims settlement process at TPS. (The Customer Satisfaction Survey on Claims Handling shows a Satisfaction Index of 4.67 on a scale of 5.00 or equivalent to a satisfaction level of 93.3% , with 100% of respondents giving positive sentiments towards the overall claims handling experience).
Improving the quality of claims management is part of TPS's ongoing efforts to maintain stakeholder trust while ensuring that any operational challenges that arise are handled effectively and accountably. Through enhanced cross-functional coordination, streamlined process flows, and more proactive communication, TPS consistently provides certainty and comfort to business partners throughout the claims settlement process.
Besides being reflected in the survey results, TPS's successful claims management has also received direct appreciation from customers. One such comment was made by Setyawan Nurhadi from Maersk, who noted that the claims resolution mechanism at TPS was swift and transparent.
"Fast and transparent service in handling claims. Well done to the TPS team," said Setyawan.
Similar appreciation also came from Junaedi from MSC, who saw a significant improvement in the quality of claims handling carried out by TPS.
"The claims handling process at the TPS is now excellent, truly an excellent example for other departments at the TPS. Keep up the great work! " said Junaedi.
These positive customer testimonials demonstrate that the various improvement measures implemented by TPS have had a tangible impact on service users. The speed of response, transparency of information, and consistency in resolving each claim are aspects that have garnered attention and appreciation from customers.
TPS Corporate Secretary, Erika Asih Palupi, emphasized that customer trust deserves to be responded to with wholehearted service, one of which is reflected in the level of customer satisfaction.
"For TPS, the claims we handle represent a trust that we must follow up professionally. We continually strive to provide a fast, transparent claims handling process that ensures certainty of resolution. The positive survey results and customer appreciation motivate us to continue making continuous improvements and providing increasingly superior service to all our users," said Erika.
Erika added that this success not only reflects the quality of customer service, but also demonstrates TPS's commitment to implementing the principles of Good Corporate Governance (GCG) , accountability, and user-oriented governance. Furthermore, services including claims handling according to current standards at TPS as part of Pelindo and Pelindo Terminal Petikemas (PTP) Group, can be achieved due to the support of all parties, both in terms of communication, data fulfillment and supporting documents, and harmonious coordination.
Going forward, TPS, together with all relevant parties, will continue to strengthen the claims management system by optimizing business processes, utilizing technology, and improving human resource competency. This strategic step is expected to further enhance customer satisfaction while supporting the creation of an efficient, reliable, and competitive logistics chain.
TPS remains committed to providing safe, efficient, and high-quality services. This successful claims management demonstrates that harmonious collaboration between all relevant parties ensures the best possible service experience for all users.
(ISL News Editorial Team/Corcom TPS Surabaya).
