In line with our commitment to improving our customer services continuously and achieving the industry’s best customer satisfaction standards, Modern Terminals has been implementing the Customer Experience Programme (CEP) since 2004. The objective of CEP is "To define and implement an improved, world-class customer experience which is different and unique to Modern Terminals. Our customers' opinion will be the measure of our success."

After interviewing customers and wide-ranging internal discussion, the company has developed their CEP objectives into five brand promises.

	Operational Excellence - "We deliver world-class operational and safety performance, continuously raising our metrics"
	Flexibility - "We do our utmost to be flexible to help you cope with the unexpected and to meet your specific needs"
	Professionalism - "We employ knowledgeable and skilled people who consistently anticipate your needs, respond quickly to your requests and ensure there are no unpleasant surprises"
	Customer-driven innovation - "We develop creative ideas and collaborate with you to deliver innovation which benefits your business"
	Partnership for value - "We understand your business drivers and work together with you to create value for both of us"

These brand promises represent the top-level definition of what we intend to deliver to customers and support the overall MoT promise that "We are the best partner for shipping lines serving the South China market. We are committed to working with you to maximise the value you create for your customers and your shareholders".