Portakabin announces record net promoter scores for customer loyalty

59% of customers not merely loyal to Portakabin, they're active brand promoters

By delivering on every aspect of its service proposition ‘on time and on budget', Portakabin, the UK's leading modular building provider, has successfully transformed more satisfied customers into active company promoters than ever before.

The company today announces a record average Net Promoter Score (NPS) of 59% for 2008 across its 12 business divisions, with some divisions achieving scores as high as 96%.

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.

David Shaw, Marketing Director at Portakabin 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% - 10 out of 12 of our business areas are operating at the top end of this scale at present. Many firms have a negative NPS, meaning they create more detractors than promoters, which only serves to reinforce the strength of the scores achieved by Portakabin.

"I am certain that the introduction of our innovative Customer Charter and warranty package have played a significant role in transforming satisfied customers into active promoters of Portakabin products and services."

The Portakabin Customer Charter - which was the first of its kind to be launched in the modular building market - states that if a building project is not delivered on time or on budget, sales customers will get an additional one year product warranty free of charge. Hire customers receive one week's free hire for every day the delivery of a Portakabin building is delayed.

Since the launch of its pioneering Portakabin Customer Charter four years ago, the company has completed over 8,000 building projects, with less than 0.5% of customers claiming against the Charter's delivery promise.

To find out how the Portakabin Customer Charter and Warranty package can benefit your business call 0845 3555 5359 (Sales), or 0845 359 0059 (Hire). Alternatively visit www.portakabin.co.uk/customer-charter.html

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