Portonave achieves national leadership in customer satisfaction and experience indicators

Committed to excellence in port services, Portonave, the country’s first private container port terminal, has achieved national leadership in two indicators of the 2025 Port Terminal Customer Satisfaction Survey, conducted by the Ibero-Brazilian Institute of Customer Relationship (IBRC): the Spontaneous Satisfaction Index (SSI) and the Customer Journey Indicator (CJI). The study evaluated 13 container terminals across Brazil, with 2025 as the base year. Customer perceptions – including exporters, importers, vessel owners, transportation companies, and customs brokers – were analyzed based on their experience at the main touchpoints with the company.

In the Spontaneous Satisfaction Index (SSI), Portonave scored 94 points, reflecting customers’ spontaneous perception – how the company is viewed without prompting. In the benchmarking among terminals, the average SSI was 85. In the Customer Journey Indicator (CJI), Portonave achieved 90 points, an index that reflects the quality of service delivery throughout all stages of the customer experience; the benchmark average among terminals was 87. These results reinforce the company’s commitment to excellence in customer service and consolidate its prominent position in the sector.

The port terminal continuously invests in customer-focused initiatives such as new technologies, digital tools, training for customer service teams, and participation in industry trade shows and events. These actions contribute to more efficient processes and to strengthening relationships and communication with customers.

To further enhance its services and increase operational capacity, Portonave is implementing a R$2 billion modernization plan, which includes the quay upgrading project to support operations with depths of up to 17 meters and vessels of up to 400 meters in length, as well as the acquisition of new and larger operational equipment –two Ship-to-Shore (STS) cranes and 14 Rubber Tyred Gantry (RTG) cranes, scheduled to arrive in the second half of 2026. In total, the terminal will operate eight STS and 32 RTGs. These investments will increase annual capacity from 1.5 million TEUs to 2 million TEUs (a unit of measurement equivalent to a 20-foot container).

Operational efficiency is among Portonave’s main competitive advantages. The port terminal has the highest vessel productivity in the country, averaging 110 container movements per hour (MPH) during vessel operations, according to Brazil’s National Waterway Transportation Agency (ANTAQ) data from January 2026.

In container gate-in and gate-out processes, Portonave maintains high efficiency standards. The average time truck drivers spend inside the terminal is just 25 minutes, with approximately 2,000 transactions performed daily. Operations include four cargo inspection scanners, each capable of scanning around 120 trucks per hour, with an average analysis time of 30 seconds per vehicle. Two of these scanners began operating in October 2025, further enhancing operational security and agility.

By continuously investing in innovation and ensuring excellence and efficiency in service standards, the company strengthens positive customer perception and satisfaction.

About IBRC
The Ibero-Brazilian Institute of Customer Relationship (IBRC) specializes in studies, research, and analyses of customer experience and relationships between companies and their clients. It evaluates satisfaction indicators, customer journeys, and service quality across different sectors, based on the perceptions of customers who use the analyzed services. IBRC’s studies aim to support decision-making and improve market relationship practices.

About Portonave
The company is located in Navegantes, on the North Coast of Santa Catarina, and began operations in 2007 as Brazil’s first private port terminal. Portonave ranks 4th nationwide in long-haul full container throughput, with a 10% market share, according to Datamar data from January 2026. currently generates 1,300 direct jobs and 5,500 indirect jobs.