At Portakabin 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) 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 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 can gauge how happy customers are with the product and service that they have received. In the questionnaires customers are asked to rate Portakabin 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.
In the 12 months to end October 2012 we carried out 865 Customer Satisfaction Interviews and achieved an average score of 9.2 out of 10. By using the feedback to help improve service Portakabin has been able to increase from 8.2 as an overall score in 2003 to 9.2 by 2012.
Net Promoter Scores (NPS)
The NPS discipline used by Portakabin 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.
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.
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 was able to announce an outstanding average Net Promoter Score of 84.8% for the 12 months to end October 2012 across its 9 business divisions.
Research has shown that companies with the most efficient growth engines operate at NPS efficiency ratings of 50 to 80%.
The data and insights we have gained from customer feedback in the past have been collected, analysed and acted upon to produce tangible benefits for future customers. As well as improvements in training, knowing what our customers want enabled us to develop our groundbreaking customer charter.
The charter formalises and commits to a promise of a high standard of service for all Portakabin customers whether they are hiring or buying from us. It's easy to make promises but we recognise that those promises have to be backed up so that customers can enjoy peace of mind.
We pledge to complete your project on time and on budget - every time, which is in sharp contrast to the construction industry average. Last year, 99.9% of our buildings were delivered on time and on budget1 - compared with a construction-industry average of only 59% on time and 46% on budget.2
The no-quibble back up to our promise is that if we ever fail to deliver your building on time or to the agreed contract sum, we'll give our HIRE customers a week's free hire for every day we're late and our SALES customers an additional 12 months product warranty.3
Since the launch of its innovative Customer Charter and the supporting warranties in January 2004, Portakabin has sold more than 2,000 buildings and only 0.17% of customers have made a claim against the warranties.
Customer feedback continues to be a valuable tool that helps Portakabin 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 Limited, New Lane, Huntington, York, YO32 9PT
1 Based on Portakabin order analysis for July 2009 - June 2010.
2 Office for National Statistics*, Construction statistics annual 2009.
3 Terms and Conditions apply. A copy is available on request.
* Crown copyright 2009, reproduced under the terms of a Public Sector Information License.