Service Provider Performance Policy

This Service Provider Performance Policy is effective dated: June 01, 2024

Control Document: GEF-PP-025, Ver. 1.0

Purpose

The purpose of this Service Provider Performance Policy is to establish the criteria and procedures for evaluating and rating the performance of service providers and partners on our platform. This policy aims to ensure a high standard of service quality for our customers (traders) by providing a transparent and consistent performance assessment framework.

Scope

This policy applies to all service providers offering services on our platform, including but not limited to freight forwarders, NVOCCs, warehouse providers, insurance providers, inspection providers, transportation providers, and custom clearance facilitators.

Performance Evaluation Criteria

Service providers will be evaluated based on the following criteria:

Timeliness

  • On-time Delivery: Adherence to agreed delivery schedules and timelines.
  • Response Time: Speed in responding to customer inquiries and issues.

Quality of Service

  • Service Accuracy: Precision in fulfilling orders and providing services as per the specifications.
  • Compliance: Adherence to industry standards, regulations, and contractual obligations.

Communication

  • Clarity and Transparency: Providing clear, accurate, and timely information to customers.
  • Professionalism: Maintaining a professional demeanor in all interactions with customers.

Performance Rating System

Service providers will be rated on a scale of 1 to 5 stars, with 5 being the highest rating. Ratings will be based on the average score of customer reviews and feedback received over a specified period.

Rating Breakdown

  • Exceeded Expectations (5 Stars): Exceptional performance with consistently high customer satisfaction.
  • Satisfied (4 Stars): Good performance with minor issues.
  • Can’t Say – Neutral (3 Stars): Satisfactory performance with room for improvement.
  • Dissatisfied (2 Stars): Below average performance with several issues.
  • Highly Dissatisfied (1 Star): Poor performance with significant issues and customer dissatisfaction.

Performance Monitoring and Reporting

Shipment Fulfillment-wise assessment

  • Customers’ feedback on service providers and their partners’ performance assessments on shipment fulfillment.

Consequences of Poor Performance

Service providers failing to meet the required performance standards may face the following consequences:

  • Warning Notifications: Issued to service providers with declining performance.
  • Penalties: In the case of under-delivery of services, penalties will be imposed by the platform.
  • Termination: Termination of the service provider’s account for consistently poor performance or failure to improve.

Policy Review and Updates

  • This policy will be reviewed upon any change in the service requirement or process.
  • Changes to this policy will be communicated to all employees and stakeholders.

Confidentiality

All performance evaluations and ratings are confidential and will only be shared with the respective service provider and relevant internal teams.

Policy Review

This policy will be reviewed annually and updated as necessary to ensure its effectiveness and alignment with industry best practices and business needs.

Quick Contact

By using our Services, you acknowledge that you have read, understood, and agree to comply with this Billing Policy. For questions or concerns about this Policy, please use the following form: