Customer Feedback on Operations at Nigerian Sea Ports & Terminals
All Quarter (Jan to Dec)
Respondent Details
Your Name
Name of Your Company/Organization
Your Role in Your Company/Organization
Admin
Cargo Clearance
Management
Vessel Captain
Vessel Clearance
Others
Your Email
*
General
In this section, we are keen to obtain a general idea of your experience interacting with Nigerian Sea Ports and/or Terminals over the last 12 months.
*
1. Has your company done any business with Nigerian Sea Ports and/or Terminals in the last 12 months?
No
Yes
*
2. What sort of business has your company done with Nigerian Sea Ports and/or Terminals in the last 12 months?
Vessel Clearance
Cargo Clearance
Both
None of the Above
*
3. Are you aware of the Standard Operating Procedures published by each of the Agencies at Nigerian Sea Ports & Terminals?
No
Yes
4. Have you used the Standard Operating Procedures published by each of the Agencies at Nigerian Sea Ports & Terminals?
No
Yes
*
5. Are you aware of the Grievance Mechanism instituted by the Agencies at Nigerian Sea Ports & Terminals?
No
Yes
6. In the course of your business with Agencies at Nigerian Sea Ports and/or Terminals, have you used the Grievance Mechanism?
No
Yes
*
7. Overall, thinking of your experience of operations at Nigerian Sea Ports and/or Terminals over the last 12 months, would you say the procedures were ...?
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree
N/A
Transparent - Standard operating procedures (SoPs) were clear to me in advance of my activity
Consistent - Procedures did not change regardless of what official, port or terminal was involved
Predictable - I was able to accurately forecast clearance time and cost in advance of my activity
*
8. Please select ALL Nigerian Sea Ports you did business with in the last 12 months
(Note: Your selection below determines what is displayed on questions 10, 11, and 12).
Burutu Port
Calabar Port
Lagos Port Complex, Apapa
Onne Port
Port-Harcourt Ports
Tin-Can Island Port
Warri Port
I didn't visit any
*
9. Please select ALL Nigerian Sea Terminal you did business with in the last 12 months
(Note: Your selection below determines what is displayed on questions 13, 14, and 15)
Akassa Terminal
Bonny Terminal
Degema Terminal
Forcados Terminal
Ikorodu Lighter Terminal
Kirikiri Lighter Terminal 1
Kirikiri Lighter Terminal 2
Koko Town Terminal
Sapele Terminal
Tiko Terminal
I didn't visit any
Vessel and Cargo Clearance
*
10. In your vessel and/or cargo clearance at Nigerian Sea Ports over the last 12 months, how would you rate Transparency of Operating Procedures (Standard operating procedures (SoPs) were clear to me in advance of my activity)?
Note: The display below depends on your selection(s) on question number 8.
Extremely Transparent
Very Transparent
Somewhat Transparent
Not So Transparent
Not at all Transparent
N/A
Burutu Port
Calabar Port
Lagos Port Complex, Apapa
Onne Port
Port-Harcourt Ports
Tin-Can Island Port
Warri Port
I didn't visit any
null
null
null
null
null
null
*
11. In your vessel and/or cargo clearance at Nigerian Sea Ports over the last 12 months, how would you rate Consistency of application of Standard Operating Procedures?
Note: The display below depends on your selection(s) on question number 8.
Extremely Consistent
Very Consistent
Somewhat Consistent
Not So Consistent
Not at all Consistent
N/A
Burutu Port
Calabar Port
Lagos Port Complex, Apapa
Onne Port
Port-Harcourt Ports
Tin-Can Island Port
Warri Port
I didn't visit any
null
null
null
null
null
null
*
12. Please rate how Predictable clearance timelines and charges were at each Nigerian Sea Port you did business with in the last 12 months?
Note: The display below depends on your selection(s) on question number 8.
Extremely Predictable
Very Predictable
Somewhat Predictable
Not So Predictable
Not at all Predictable
N/A
Burutu Port
Calabar Port
Lagos Port Complex, Apapa
Onne Port
Port-Harcourt Ports
Tin-Can Island Port
Warri Port
I didn't visit any
null
null
null
null
null
null
*
13. In your vessel and/or cargo clearance at Nigerian Sea Terminals over the last 12 months, how would you rate Transparency of Operating Procedures (Standard operating procedures (SoPs) were clear to me in advance of my activity)?
Note: The display below depends on your selection(s) on question number 9.
Extremely Transparent
Very Transparent
Somewhat Transparent
Not So Transparent
Not at all Transparent
N/A
Akassa Terminal
Bonny Terminal
Degema Terminal
Forcados Terminal
Ikorodu Lighter Terminal
Kirikiri Lighter Terminal 1
Kirikiri Lighter Terminal 2
Koko Town Terminal
Sapele Terminal
Tiko Terminal
I didn't visit any
null
null
null
null
null
null
*
14. In your vessel and/or cargo clearance at Nigerian Sea Terminals over the last 12 months, how would you rate Consistency of application of Standard Operating Procedures?
Note: The display below depends on your selection(s) on question number 9.
Extremely Consistent
Very Consistent
Somewhat Consistent
Not So Consistent
Not at all Consistent
N/A
Akassa Terminal
Bonny Terminal
Degema Terminal
Forcados Terminal
Ikorodu Lighter Terminal
Kirikiri Lighter Terminal 1
Kirikiri Lighter Terminal 2
Koko Town Terminal
Sapele Terminal
Tiko Terminal
I didn't visit any
null
null
null
null
null
null
*
15. In your vessel and/or cargo clearance at Nigerian Sea Terminals over the last 12 months, how would you rate Predictability of clearance timelines and charges?
Note: The display below depends on your selection(s) on question number 9.
Extremely Predictable
Very Predictable
Somewhat Predictable
Not So Predictable
Not at all Predictable
N/A
Akassa Terminal
Bonny Terminal
Degema Terminal
Forcados Terminal
Ikorodu Lighter Terminal
Kirikiri Lighter Terminal 1
Kirikiri Lighter Terminal 2
Koko Town Terminal
Sapele Terminal
Tiko Terminal
I didn't visit any
null
null
null
null
null
null
Vessel Clearance - Pilotage
16. Pilotage services to Nigerian Sea Ports and/or Terminals are made available in a timely manner
Always
Usually
Sometimes
Rarely
Never
I don't know
17. Pilots provided by Nigerian Sea Ports and/or Terminals are qualified and suited to the task
Always
Usually
Sometimes
Rarely
Never
I don't know
18. Pilotage Fees demanded by Nigerian Sea Ports and/or Terminals are based on appropriate, verifiable criteria such as vessel tonnage, draught and so on.
Always
Usually
Sometimes
Rarely
Never
I don't know
19. Nigerian Sea Port or Terminal Pilots ask Captains for cash, cigarettes, items from the galley or other gratuity
Always
Usually
Sometimes
Rarely
Never
I don't know
20. In the last 12 months, for the following issues, how often were the rules and regulations behind assessment of fees and charges subject to discretion of the officers concerned at Nigerian Sea Ports and/or Terminals?
Always
Usually
Sometimes
Rarely
Never
N/A
Performing Heavy Lifts
Mid-Stream Discharge
Dredging/Channelization
Obtaining End-User Certificates
Temporary Importation
Permanent Importation
Additional comment
Vessel Clearance - Boarding
21. After clearance by Nigerian Port Health authorities, all other interested Port or Terminal agencies jointly board the vessel
Always
Usually
Sometimes
Rarely
Never
22. Nigerian Sea Port or Terminal officials boarding the vessel spend on average
*
Less than 90 mins
More than 90 mins
23. Nigerian Sea Port or Terminal officials boarding the vessel ask Captains for cash, cigarettes, items from the galley or other gratuity
Always
Usually
Sometimes
Rarely
Never
24. Whenever fines are imposed by Nigerian Sea Port or Terminal officials, these are verifiable against clear rules and regulations
Always
Usually
Sometimes
Rarely
Never
Vessel Clearance - Personnel and Crew
25. The Nigerian Rules and Regulations around Seaman Books are clear
Extremely clear
Very clear
Somewhat clear
Not so clear
Not at all clear
26. The Nigerian Rules and Regulations around Expatriate Staff on board vessels are clear
Extremely clear
Very clear
Somewhat clear
Not so clear
Not at all clear
Cargo Clearance
27. How often did Joint Inspection of Cargo take place at Nigerian Sea Ports and/or Terminals based on your interactions over the last 12 months?
Always
Usually
Sometimes
Rarely
Never
28. In your interactions over the last 12months, fit and proper inspection equipment (scanners, forklifts, etc.) was available to the Cargo examination agencies at Nigerian Sea Ports and/or Terminals
Always
Usually
Sometimes
Rarely
Never
29. In your experience over the last 12 months, all ports officials needed to complete your transactions in Nigerian Sea Ports and/or Terminals were available as and when needed
Always
Usually
Sometimes
Rarely
Never
30. In the last 12 months, for the following issues, how often were the rules and regulations behind assessment of fees and charges subject to discretion of the officers concerned at Nigerian Sea Ports and/or Terminals?
Always
Usually
Sometimes
Rarely
Never
N/A
Customs Duties (via HS Codes)
Stevedoring
Cabotage
Terminal Operator Charges
Container (Cargo Dues)
Additional comment
31. In the last 12 months, for the following issues, how often were the rules and regulations behind their application subject to discretion of the officers concerned at Nigerian Sea Ports and/or Terminals?
Always
Usually
Sometimes
Rarely
Never
N/A
Bonds
Indemnity
Blockage of Agent Licences
Post-Audit by Customs
Additional comment
