Customer Feedback Overview
After every hire that goes out, we ask our customers to fill in a feedback form that covers all aspects of their experience with PKL, from the initial sales process, to the delivery and installation of their equipment or unit, and their dealings with our technical support team (if this was required). By doing this and listening to our customers, we can see what areas of our business are doing well and can also identify any areas that may need improving.
Throughout the last 12 months, we have seen an increase in our Technical Support score which is at an impressive 93% and an increase in our Sales Support which is at a remarkable 96%.
We received a lot of similar comments throughout the year from our customers addressing the great coordination amongst all departments, how the whole process from start to finish was smooth and how their hires have been made easier by the PKL team.
As encouraging as it is to receive positive feedback, we also find it extremely useful to receive constructive feedback to help us improve our processes and operations. One key point that our customers have fed back to us was that they couldn’t always find some of the documents which accompanied our temporary kitchen units and catering equipment, which saw a dip in our score for the operation and training process.
Using this feedback, we have created QR scan codes which are located inside our temporary kitchen units, and accompany our catering equipment hires, so that customers can easily download all of the relevant documentation including user guides and commissioning information for each piece of equipment.
Net Promoter Score
Not only have our individual departments fared well, but our Net Promoter Score has also increased, and currently stands at 77. Net Promoter Score is a customer feedback system which is used worldwide by companies both large and small to rate their performance. A Net Promoter Score above 0 is deemed as good and above 50 is deemed as excellent, so 77 is a score we are extremely proud to have achieved.
We value each and every piece of feedback we receive from our customers as it allows us as a company to continue improving and learning what works best within our industry. We’re extremely proud of the scores we have achieved over the last 12 months, but we aim to top this in 2019!
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