Portastor News Releases
Portastor announces record net promoter scores for customer loyalty
83%* of customers are shown to be not merely loyal to Portastor, but active brand promoters.
Portastor takes customer satisfaction very seriously, with the overall aim of delighting customers with every project. This commitment to customer satisfaction led to the introduction of customer satisfaction interviews (CSIs) in 2008, to gauge the views of customers on all aspects of the service offering.
By delivering on every aspect of its service proposition, Portastor, the UK's leading quality provider of equipment housing, has successfully transformed more customers into active company promoters than ever before.
The company today announced a record average Net Promoter Score (NPS) of 83%*
The NPS discipline, conceived and popularised by eminent Harvard economist Fred Reichheld, holds companies and employees accountable for how they treat customers and has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty.**
Since the launch of customer satisfaction interviews in November 2008 Portastor has carried out interviews involving projects in the oil and gas, utility power, rail and communications sectors.
Julian Frazier, General Manager at Portastor commented on the results:
"The average firm has a score of only 5-10%, meaning those who actively promote the brand barely outnumber detractors. Research has shown that companies with the most efficient growth engines operate at NPS efficiency ratings of 50 to 80%
With a net promoter score of 83%, Portastor creates far more active promoters than detractors, which only serves to reinforce the strength of the scores achieved.
Testament to our exceptional customer service is the fact that two thirds of our business is from returning customers."
*Average Net Promoter Score taken from post-project surveys carried out November 2008 - June 2009.
**Net promoters being respondents who would actively promote the company.
NPS is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question - How likely is it that you would you recommend Portastor 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, fueling growth.
Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
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