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Home » Customer Feedback
How you benefit from our customer feedback
At Portakabin Allspace we believe that the best way to constantly improve our products and service is to get feedback from the people who matter - our customers.
As market leaders we take nothing for granted. We use formal, measurable methods to assess whether we are meeting our customers' needs and we have a number of tools to do that. Customer research, Customer satisfaction interviews (CSIs), mystery shopping and Net Promoter Index (NPI) scores all give us important insights into how we can do better. Our main aims are to make sure that Portakabin Allspace customers don't have time over-runs, that they don't end up paying more than they agreed and that they enjoy peace of mind throughout their programme and beyond. In short that means we deliver your project on time and on budget. Customer Satisfaction Interviews (CSIs) By carrying out structured CSIs Portakabin Allspace can gauge how happy customers are with the product and service that they have received. In the questionnaires customers are asked to rate Portakabin Allspace on a 1 to 10 scale across a whole range of criteria. The four main categories include administration, delivery and installation, the building itself and the overall impression of the project. Within these CSI categories specific questions cover important details such as scores for cleanliness and completeness of delivered buildings and courtesy and technical knowledge of staff. Last year we carried out Customer Satisfaction Interviews with all customers and achieved an average score of 8.8 out of 10. Net Promoter Scores (NPS) The NPS discipline used by Portakabin Allspace was conceived and popularised by eminent Harvard economist Fred Reichheld and is used by leading companies worldwide as the standard for measuring and improving customer loyalty. NPS is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives or Detractors. By asking one simple question; How likely is it that you would you recommend this company to a friend or colleague? Customers respond on a 0-to-10 point rating scale and are categorised as follows:
Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fuelling growth. The Net Promoter Score percentage is calculated by subtracting the number of customers who are detractors from the number that are promoters. The average firm has a score of only 5-10%, meaning those who actively promote the brand barely outnumber detractors. Analysis shows that companies with long term profitable growth have NPS scores usually twice that of the average company.
By delivering on every aspect of its service proposition on time and on budget Portakabin Allspace was able to announce an outstanding average Net Promoter Score of 82% for 2010. Customer feedback continues to be a valuable tool that helps Portakabin Allspace to maintain its excellent service and delivery reputation. If you have any suggestions on how you believe we can improve our products or services please contact us by writing to the Marketing Director, Portakabin Allspace Limited, New Lane, Huntington, York, YO32 9PT |
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