Customer Relationship Management

The Company recognizes that its success depends on adding value to customers by transporting goods cost-efficiently and reliably. As maritime shipping is a 24/7 business, it is imperative that company employees, both ashore and onshore, respond to customer needs promptly and substantively. The Company strives to offer solutions to the Customer’s issues, even if its vessels are not involved, as long as they are within the bounds of the agreed contract. The Company is happy to report that its service is well appreciated, and many first-class charterers prefer to do business with the Company over others in the market.

Customer Satisfaction Survey

The Company believes that customer satisfaction has a positive and direct effect on profitability and brand value. The Company has set a target to achieve at least 50% very satisfied customer satisfaction rates for both criteria. Customer satisfaction results in 2024, and 2025 are presented below.

CUSTOMER SATISFACTION RATING RESULTS

The Company recognizes and promptly engages with customer feedback, demonstrating the value placed on their opinions. We collected feedback from various sources, including emails, customer surveys, social media, and other channels, and thoroughly analyzed this input to identify trends and gain insights into the strengths and areas for enhancement within the business.
In 2025, no customer complaint was received. Customer feedback is continuously monitored to evaluate the effectiveness of the implemented changes. By engaging in iterative feedback cycles, we ensure responsiveness and enhance our ability to adapt to evolving customer needs.

Customer Privacy [GRI 418-1]

For customer privacy, the Company insists on protecting customers’ confidential information from loss, theft, misuse, unauthorized disclosure, modification, and unauthorized destruction. The Company handles complaints through phone lines, emails, and letters to and from customers. The Company always prioritizes the principles of transparency and responsibility in providing services to its customers to meet the commitment to provide the best service, provide a rapid response to various requests and complaints as part of a service commitment and maintain the confidentiality of its customers.

During the reporting period, there have been no complaints whatsoever regarding the mentioned issues and no financial penalties or other sanctions associated with the violation of the confidentiality of customers’ data.