Your opinion about APM Terminals Maasvlakte II

Your opinion about our services is very important. We ask for your opinion in different ways. One of them being our customer satisfaction survey, which is held every quarter. The survey allows you to indicate your level of satisfaction with the terminal, your experiences with APM Terminals Maasvlakte II, what is missing and what could be improved.

In quarter 2 of 2023, 562 participants completed the customer satisfaction survey and rated our terminal with an average of 7.4. This is a significant decrease from the previous quarter.
Points of improvement mentioned in the survey were the barometer, multiple peaks in truck handling, intercom communication and questions about toilets.

Barometer

The customer satisfaction survey again showed that it would help trucking companies better understand the availability of time slots. In the meantime, the barometer is live! You can easily and quickly check the availability per time slot via our website and via our APMT Connect app. 

Multiple peaks in truck handling

During the past quarter, it has been regularly very busy with trucks, which leads to disruptions in truck handling. Four different projects have been started to ensure that we get this under control again:

1. Optimize stack distribution (where the container is stored in the stack) and improve the process in the waiting area (the place where you wait until a lane is free in the stack)
2. Coordination in truck parking during crowds/disruptions;
3. Disconnect Reefers earlier (based on the requested time slot) to reduce the Truck Turn around Time;
4. Implementing a standard process to ensure that the entire available capacity can be used collectively. This by reducing the number of time slots that are cancelled shortly before the start of slot time and time slots that are reserved but not used.

These projects contribute to even more reliable and faster truck handling. We will keep you updated about the progress of these projects via our newsletter.

Communication via intercom

In the customer satisfaction survey you and/or your fellow transport carriers identified the communication via the intercom as a point for improvement. A project group has worked on this, and the first two steps have been taken: improving the text on the pedestals and a sound signal is added to all the pedestals in the stack. In addition to the existing light, the sound signal will alert you, as truck driver, when you need to press the safety button to activate the crane. With this improvement, the truck driver is alerted more quickly to act. This means that the Remote Stack Operator does not have to call the truck driver, thus creating more space to speak to drivers who need to speak to the Remote Stack Operator.

Toilets

Drivers frequently ask if (more) toilets can be provided at the truck terminal. This is currently being researched.

Currently there is a toilet in our truck parking area. We would like to remind you to close the door properly after use so that it can be cleaned by itself. If this toilet is very dirty or out of order, please report it to our reception/security.

Female truck drivers can use in the toilet in our security lodge. The key is available at our reception/security.

If you participated in our customer satisfaction survey in quarter 2, we would like to thank you very much. Without your feedback, we cannot improve. We really appreciate that you have taken the time and effort to participate. If you do not receive our customer survey, please contact judith.versteeg@apmterminals.com.