Customer feedback drives continuous improvement

Our customers

Portakabin believes that the best way to constantly improve its products and services is to listen to the people who matter most – its customers.

As market leaders, we take nothing for granted. We use formal, measurable methods to assess how well we are meeting our customers’ needs.

Customer research, Customer Satisfaction Interviews (CSIs) and Net Promoter Scores (NPS) all give us important insights into how are doing, and how we can improve. Our principle aims are to ensure that buildings are delivered on time, on budget, and to a high quality – giving our customers complete peace of mind.

Customer Satisfaction Interviews (CSIs)
By carrying out structured CSIs, we can gauge how happy customers are with our products and service. We ask customers to rate us on a scale from one to ten across a range of criteria.

The four main categories are: administration, delivery and installation, building quality, and the overall experience of working with us. Within these categories, specific questions cover important details such as cleanliness and completeness of delivered buildings and courtesy and technical knowledge of staff.

In the last 12 months we carried out 1,600 Customer Satisfaction Interviews and achieved an average score of 9.2 out of 10 across our businesses.

By using customer feedback to help us improve, we have increased our average score from 8.2 in 2003 to 9.2 in 2013.

Net Promoter Scores (NPS)
The NPS measure of customer satisfaction is used by leading companies worldwide as the standard for measuring and improving customer loyalty.

The score is calculated by dividing customers into three categories: Promoters, Passives or Detractors. Customers are asked one simple question: “How likely are you to recommend this company to a friend or colleague?” Customers respond on a scale from zero to ten, which allows us to categorise them 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 competitors’ offerings.

Detractors (score 0-6) are unhappy customers who can damage the brand and impede growth through negative word-of-mouth.

The Net Promoter Score percentage is calculated by subtracting the number of detractors from the number of promoters. An average firm has a score of around 5-10%, meaning that those who actively promote the brand barely outnumber its detractors. Analysis shows that companies with long-term profitable growth have NPS scores usually twice that of the average company, while those with the most efficient growth models have NPS scores between 50% and 80%

By delivering on every aspect of our service proposition, Portakabin achieved an outstanding average Net Promoter Score of 80% for the last 12 months across our business divisions.