When you speak, we listen
When our customers are satisfied, we are succesful.
To ensure we deliver the services we are renowned for, we continuously look at how we can improve our products and the customer experience we deliver and I want to warmly thanks the 850 respondents to our customer’s satisfaction surveys in 2021. And, according to your responses, I am also very glad to see we have well improved year over year with a gain of 14 pts of our Net Promoter Score.
In 2021 we have learned a lot from you, notably on the quality with which we communicate with you, our product’s delivery and the reliability of our engines. Those three items were accounting for 75% of the alerts we’ve received from you.
Here’s some examples of things we do to continue to better serve you:
- Equipment reliability & Maintenance:
Thanks to our Aggreko Remote Monitoring tool we’re remotely monitoring our fleet 24/7 and using predictive algorithms to detect potential failures quicker. We also systematically analyse all unpredictable incidents to assess the root cause and then define countermeasures to avoid a reoccurrence.
We have also implemented a series of initiative towards our people, our products, our systems to make our fleet more qualitative and reliable.
We are implementing new processes to give us a simpler way of working, which is quicker for you. We have implemented our Customer Center which is made of dedicated personal with the responsibility to welcome customer’s demands and provide with a fast response. In september 2021 we have launch our customer portal, Aggreko Connect, where you will be able to see all necessary information around the contract, the equipment’s performance, the invoice…in line.
New systems we’ve invested in are drastically optimising processes, for instance from the warehouse to our engineers on site. It means that every department is working in synch with each other. This means less lost time and the bottom line is that the solutions we provide can be with you quicker.
There’s more to discover about our Customer Experience program in the attached presentation which I encourage you to have a look at and see the difference we want to make.
Thank you for your business!
Managing Director - Continental Europe