A new Customer Satisfaction Survey reveals that Ugandan users of Kenya’s Mombasa Port are increasingly satisfied with the Kenya Ports Authority’s (KPA) improvements in cargo handling. Conducted by SBO Training Ltd., the independent study highlights a notable rise in satisfaction with KPA, which now holds a 79% rating, up from 70% in 2020. Over 50% of survey participants across seven countries reported positive changes, particularly Ugandan users, who applauded KPA’s efforts over the past five years.
Technology plays a pivotal role in this progress, with trust in KPA jumping from 68% to 84%, partly due to the introduction of Kargo Pay, a 24/7 remote payment system lauded for its efficiency. Container traffic has also rebounded at Mombasa Port, reaching 1.8 million TEUs, surpassing pre-pandemic levels. Uganda’s import volume topped 6.2 million tonnes in 2023, while exports nearly doubled, signaling economic resilience.
KPA’s four-year plan aims to elevate customer experience through digitalization and streamlined operations. Representing KPA, Peter Masinde emphasized KPA’s commitment to reducing truck turnaround times, facilitated by recent upgrades to port operating systems. In line with these improvements, KPA plans to introduce a “green channel” for Uganda’s Authorized Economic Operators (AEOs), covering a significant portion of Uganda’s trade.
Boniface Ngahu, Managing Director of SBO Training, encouraged KPA to sustain its innovation, a sentiment echoed by Ugandan business leaders, who commended KPA’s local team for their dedication and responsiveness.
