The exemplary standard of service you can expect from Portakabin Site Accommodation sets us apart from other site accommodation providers in the UK. To ensure we continuously improve our service levels even further, we routinely carry out detailed customer satisfaction surveys after every project to find out how we performed and what areas we can improve.
In fact, Portakabin Site Accommodation is the only site accommodation supplier in the UK to conduct customer satisfaction research and publish the results. 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 Site Accommodation 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 score of 9.5 out of ten
Our customer satisfaction surveys use recognised, measurable methods to assess how well we are meeting our customers’ needs. The questionnaires ask customers to rate Portakabin Site Accommodation on a scale from 1 of 10 across all areas of product and service provision. On average, the latest results show we achieve a score of 9.5 out of 10 for overall customer satisfaction.
Net Promoter Score of 85%
The NPS discipline used by Portakabin Site Accommodation 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 is calculated by subtracting the number of a company’s detractors (unhappy customers) from the number of its promoters (very satisfied customers). An average company has a score of around 5-10%, meaning those who would actively promote the company barely outnumber its 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 Site Accommodation has achieved an average Net Promoter Score of 85% over the last six months which means over three quarters of all our customers would actively recommend Portakabin Site Accommodation.
Research has shown that companies with the most efficient growth engines operate at NPS efficiency ratings of 50 to 80%.
Committed to continuous improvement
The results of our customer satisfaction surveys help to reassure customers that they are dealing with a company that not only delivers market-leading levels of service, but one that is committed to ongoing improvement. We are never complacent about our service standards and we recognise that the best way to keep improving is to listen to our customers and act on their feedback.
Customer Satisfaction statistics quoted based on August 2011 – January 2012 results.
Customer feedback continues to be a valuable tool that helps Portakabin Site Accommodation 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, c/o Portakabin Site Accommodation Limited,New Lane,Huntington,York,YO32 9PT