The Institute of Chartered Shipbrokers, Sri Lanka branch held its 27th annual award ceremony on Friday 26th March 2021, at the Cinnamon Lakeside Hotel. It was ICS’s 19th year conducting independent customer service surveys for shipping line agents and Inland Container Depot Operators. A special feature this year was the inclusion of two awards under a new category for Agents of Non-Vessel Operating Container Carriers. The Sri Lanka Association of NVOCC Agents partnered with ICS Sri Lanka to enable NVOCC Agents to take part in the independent customer service survey. The Customer Survey process involved each NVOCC Agent submitting their laden container import & export volumes for the year 2020. Thereafter the independent survey company “Emetsoft” through their statistical analysis selects the NVOCC Agents eligible to take part in next process. The final process involves the top importers & exporters using an online voting platform to vote for the NVOCC Agent providing the best customer service levels. While over 10 NVOCC Agents took part in this category, the inaugural winners of the ICS-SLANA Awards were “Goodrich Lanka Pvt Ltd” who won the Best Customer Service for Outbound Trade, and “McLarens Logistics Ltd” who won the Best Customer Service for Inbound Trade. SLANA Executive Committee encourages all members to participate in next year’s ICS customer service surveys.