Cma Cgm Marketing Metrics

Table of Contents

From        : Marketing Specialist

To        : Marketing Director

Date        : November 2016

Subject        :  Measuring overall customer satisfaction about company performance and services

1.0 Organization Summary

CMA CGM Group is leading worldwide group, originally French Shipping line Founded in Marseille in 1978 and led by , is a “Family Business” that enriches the French industry to rise to the upper echelons of world trade. Ranked 3rd globally, 2nd in Egypt, with the revenues total US$ 21 billion in 2015 (Combined proforma CMA CGM NOL 2015).

The CMA CGM Group is present in more than 160 countries through its network of over 600 agencies, with more than 29,000 employees worldwide (4,500 in France) and 218 Employees, 5 offices in Egypt & 2 offices in Sudan.

With a young and diversified fleet of 532 vessels, the CMA CGM Group serves over 420 of the world's 521 commercial ports in 160 Countries. Through more than 200 shipping lines, the company operates on every one of the world's seas to transport a volume of 18 million TEUs last year. With 18 Million volume transported, 2.4 Million fleet’s slots capacity in TUEs.

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CMA CGM is B2B base with competitors varied for each service CMA CGM provides, however, the main competitors are Maersk & MSC lines as they are big players in shipping industry.

Maersk Line is the world’s 1st -largest container shipping company, provides ocean transportation in all parts of the world. Headquartered in Copenhagen, Denmark founded in 1928, operating 611 container vessels.

MSC line is the world's second-largest shipping line in terms of container vessel capacity, founded in Naples 1970, operating 471 container vessels with an intake capacity of 2,435,000 tues, company operates in all major ports of the world.

2.0 Customer satisfaction

It’s all about customers’ satisfaction, how to meet and exceed their expectations, they are placed at the heart of CMA CGM corporate strategy. The global organization is geared to offer the best solution to our customers’ transportation requirements whichever, wherever, making safety and security top priority in our operations.

2.1 Net Promoter Score (NPS)

Measures the willingness of customers to recommend a company’s services to others & costumer loyalty.

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CMA CGM Egypt raised a question “How likely is it you would recommend CMA CGM to a friend?” on 300 customers in a wide range of segment with different business sectors and industries and result was: