Customer service in the Namibian logistics industry: Benchmarking for the future. Paper presented at the 1st Namibia Customer Service Awards & Conference, 2014.

Abstract

An efficient and effective logistics industry is essential if Namibia to achieve the objectives of its “Vision 2030” and “NDP_4” plans to stimulate growth through trade. Logistics can support trade, but only if it achieves the appropriate service levels. Namibia plans to develop a thriving port-centric logistics cluster, however for this to succeed it is vital that Namibia’s logistics industry delivers levels of customer service that match those required by international shippers and does so at a competitive price. This research used an exploratory approach through questionnaires and telephone interviews to gain a better understanding of those levels of service. The findings produced a preliminary view of the service levels offered by the logistics industry in Namibia. The results showed the service aspects that are of greatest importance to Namibian logistics users and indicated how well the industry is fulfilling them.