MOMBASA – Users of Kenya’s Mombasa Port from Uganda have expressed satisfaction with the progress made by the Kenya Ports Authority (KPA) in streamlining cargo clearance processes. An independent Customer Satisfaction Survey conducted by SBO Training Ltd, a Nairobi-based research firm, revealed a significant increase in customer satisfaction, with a 79% satisfaction rate, up from 70% in 2020.

The comprehensive study involved 1,232 respondents from seven countries that utilize the Mombasa Port for imports and exports, with approximately 250 respondents based in Uganda. The survey aimed to determine customer expectations and assess the extent to which KPA meets those expectations.

Notable Improvements

The majority of respondents reported noticing significant changes at the port over the past year, particularly the adoption of modern technology. This technological advancement has improved service delivery, with 87% of respondents acknowledging KPA’s efforts in this area. The trust in KPA has also increased, rising from 68% to 84%.

Kargo Pay, a 24/7 payment system introduced last year, was widely praised for its convenience, flexibility, and efficiency in settling port charges. This innovative system enables customers to make payments remotely, revolutionizing the payment process.

Cargo Traffic and Trade Volumes

The study revealed that container traffic at the port stands at approximately 1.8 million Twenty-foot Equivalent Units (TEUs), surpassing pre-pandemic levels of about 1.4 TEUs. Uganda accounted for over 6.2 million tonnes of imports in 2023, nearing pre-pandemic levels of 7.6 metric tonnes. Moreover, Uganda’s exports exceeded pre-pandemic levels, almost doubling to about 829,400 tonnes in 2023.

KPA’s Strategic Plan

To further enhance customer experience, KPA has rolled out an ambitious four-year strategic plan. The plan aims to achieve a Customer Satisfaction index of 75% by 2027 through digitalization and integration. Key initiatives include:

Upgrading the terminal operating system
End-to-end automation
Real-time information on operations
‘Smart’ gates to reduce Truck Turn Around time to two days

Stakeholder Reactions

Boniface Ngahu, Managing Director of SBO Training Ltd, emphasized the importance of KPA’s continued innovation to enhance customer experience. Peter Masinde, representing KPA Managing Director William Ruto, reassured stakeholders of KPA’s commitment to improving service delivery.

Miriam Mwakundia, KPA Manager Marketing and Customer Experience, announced plans to introduce a ‘green channel’ for Ugandan Authorized Economic Operators (AEOs), currently estimated at about 140 and covering approximately 40% of international trade value.

The Ugandan business community praised the KPA team in Uganda, led by Betty W. Mkonyi, for their unwavering support and assistance.

This positive feedback underscores KPA’s progress in enhancing efficiency and customer satisfaction, solidifying its position as a critical hub for regional trade.