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Independent Accreditation For Customer Service Excellence Achieved


The Portakabin Group has been awarded the Customer Service Excellence (CSE) accreditation – the Government standard which assesses and recognises organisations with outstanding performance in customer service. The Portakabin Group, of which Portakabin Site Accommodation is a member, is believed to be the first modular building specialist to achieve this milestone.

The CSE framework is an in-depth and independent assessment of an organisation’s service delivery, professionalism, customer insight, and service satisfaction against demanding qualifying criteria. It also helps to drive continuous improvement in relation to customer-focused delivery and customer engagement.

Commenting on the award, David Shaw, Marketing Director of the Portakabin Group, said, “Our aim has always been to have the customer at the heart of everything we do, and we have a host of initiatives and processes in place to help us deliver a truly customer-focused service and culture across the business. This latest accreditation gives us independent recognition of our performance excellence in this area and against national standards.” 

“Most importantly, it provides our customers with even greater peace of mind that we are continually striving for excellence in all aspects of the delivery of modular buildings for interim and permanent use. This is critical in the construction industry where too many projects are still delivered late, over budget and to inconsistent quality standards.”

To help it deliver customer service excellence at every level, the initiatives and systems in place across Portakabin Site Accommodation include:

  • Ground-breaking Customer Charter outlining our online delivery promise – another first in the modular construction sector – which sets out clearly defined service standards that have been developed in consultation with customers.
  • Performance measures such as the number of projects delivered on time and on budget are closely monitored and set out in regular KPI reports. Since 2006 Portakabin Site Accommodation has delivered 99.5 per cent of buildings on time.
  • Portakabin Site Accommodation continually surveys customers every year, providing clear feedback about how it is meeting customer needs and expectations. Its average score for customers believing we offer excellent value for money is 92 per cent and its year-to-date score for business referrals under the Net Promoter benchmarking system is 85 per cent.  A further reflection of its customer satisfaction performance is that around 77 per cent of its business is from repeat customers.                                                                                                        
  • In-depth research is carried out with customers every two years to help ensure products and services continue to meet customer requirements
  • Staff are encouraged to develop and maintain good working relationships with customers, which is recognised in the development of Values Champions and the work of an Employee Communications Forum.

Portakabin Site Accommodation also has the reassurance of other independent accreditations which include ISO 9001 for quality assurance, ISO 14001 for environmental performance, OHSAS 18001 for health and safety management, CHAS Accreditation Government Procurement Service framework and Dun & Bradstreet financial rating.

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© Portakabin 2019  I  Portakabin Limited, Yorkon House, New Lane, Huntington, York, YO32 9PT   I   Tel:  01904681660
Registered company number 685303


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