WAN HAI LINES LTD.

Customer Service Questionnaire

Dear Valuable Customers,

Thank you for your long-standing trust in and support for Wan Hai Lines. In order to enhance service to our valuable customers, we are carrying out a survey on customer satisfaction. Please kindly take a few minutes to share your opinions. Your feedback would be kept confidential and it would help us to make continuous improvements in our services. Thank you for your participation.

     Basic Information

          Identity

               Cargo Owner

               Total Logistics Provider

               Forwarder

          Location

               Singapore

               Hong Kong

               Taiwan

               Central China、North China

               South China

               Malaysia

               Other

          WHL Office You Cooperate with(if location is HK/SG, may skip it)

               Taiwan

                    Taipei                     Taichung

                    Kaohsiung

               Malaysia

                    Port Klang                     Pasir Gudang

                    Penang

               Central China, North China

                    Dalian                     Tianjin

                    Qingdao                     Lianyungang

                    ShangHai                     Ningboo

                    Fuzhou                     Xiamen

                    Beijing                     Linyi

                    Nanjing                     Wuhan

                    Chongqing                     Yiwu

                    Suzhou                     Hangzhou

               South China

                    Shenzhen                     Huizhou

                    Guangzhou                     Foshan

                    Zhongshan                     Zhanjiang

                    Dongguan                     Nanning

                    Shantou

          Company



          TEL



          Name



     Commercial

          1. Vessel Punctuality

               Very Dissatisfied

               Dissatisfied

               Neutral

               Satisfied

               Very Satisfied

          2. Container Status

               Very Dissatisfied

               Dissatisfied

               Neutral

               Satisfied

               Very Satisfied

          3. Service Attitude of Sales Representative

               Very Dissatisfied

               Dissatisfied

               Neutral

               Satisfied

               Very Satisfied

          4. Efficiency & Accuracy in Fulfilling Customer Requests

               Very Dissatisfied

               Dissatisfied

               Neutral

               Satisfied

               Very Satisfied

          5. Frequency of Sales Call

               Very often

               Often

               Sometimes

               Rarely

               Never

          6. How Frequent Would You Prefer to Be Visited?

               Every two weeks

               Once a month

               Every two months

               Other, please specify

          7. The Reason of Choosing WHL as Your Partner (Multiple Choice)

               Vessel punctuality

               Customer service attitude

               Container status

               Reasonable rates

               Other, please specify

          8. Do You also Cooperate with Other Liners for Intra-Asia Trade?

               No

               Yes, please specify

          9. Reason to Cooperate with Other Liners (Multiple Choice)

               Vessel punctuality

               Customer service attitude

               Container status

               Reasonable rates

               Other, please specify

          10. Additional Suggestion to Sales Rep.



     Documentation

          1. Service Attitude

               Very Dissatisfied

               Dissatisfied

               Neutral

               Satisfied

               Very Satisfied

          2. Accuracy of Documentation

               Very Dissatisfied

               Dissatisfied

               Neutral

               Satisfied

               Very Satisfied

     Counter Service

          1. Service Attitude

               Very Dissatisfied

               Dissatisfied

               Neutral

               Satisfied

               Very Satisfied

          2. Professionalism of Customer Service over Telephone

               Very Dissatisfied

               Dissatisfied

               Neutral

               Satisfied

               Very Satisfied

          3. Efficiency and Accuracy in Fulfilling Customer Requests

               Very Dissatisfied

               Dissatisfied

               Neutral

               Satisfied

               Very Satisfied

          4. Reasons Lead to Long Waiting Time (Multiple Choice)

               Payment issue

               Delay of releasing BL/DO

               Crowded

               Inefficiency of accountant/receptionist

               Never

               Other, please specify

     Others

          1. Which E-Service Do You Apply Most? (Multiple Choice)

               App

               E-Booking

               E-So

               Container Tracking

               Telex Release Tracking

               Never

          2. Please provide your valuable advice and guidance, WHL appreciates you for offering an opportunity for us to learn and improve.

* All responses given to the survey, including personal information you provided, will be kept confidential. Any inputs will only be used in combination with the responses of others participating in the survey.