The results of our annual customer satisfaction survey are in – thank you to all those who took part. We are very happy to see an overall increase in how well our customers feel we are meeting their needs, and also appreciative of the feedback on how we can make our offerings work even better for our customers.
– We achieved a Net Promoter score of 25 (net promoter is a tool used to gauge the loyalty of a company’s customer relationships – a score above 0 is considered ‘good’)
– 83% of respondents felt that our service met their needs either very well or extremely well (up from 72% last year).
– 88% reported being somewhat satisfied, satisfied or very satisfied with Powerplant overall (up from 86% in 2018)
– 80% of respondents rated us as very responsive to questions or concerns about our service.
Areas we are working to develop on in the new financial year include building on our current e-communication, offering customers real-time reporting on projects via our online works management system and maximising the value of our detailing and auditing functions by using iAuditor and GPS units to full potential.
Our focus on improving project delivery and increasing customer satisfaction will continue, with QA processes for all our work and consistency in offering the best and most complete solutions for the projects we work on.
We are proud of our focus on continuous improvement, and feedback from our customers is one of the best ways we can get better.