Aggreko Success Snapshot
“The Satmetrix solution immediately added value to our business. We are able to respond to a customer’s feedback within hours, jump start recovery processes when needed, and thereby retain customers and improve the overall relationship.”
– Simon Lyons, Director of Marketing and Communications
Putting their Finger on the Pulse of the Customer Experience
Aggreko is the global leader in the rental of portable power generation, air compression, and temperature control equipment.
Challenges
-
Competitive Advantage: The company wanted to retain and extend its competitive advantage and market lead.
-
Improve Processes for Customer Feedback: Establish consistent business processes around the collection and analysis of customer feedback.
-
Act Quickly on Customer Feedback: The company wanted the ability to respond more quickly to customer problems.
Results
Aggreko leveraged Satmetrix and Net Promoter to automate their global feedback processes.
- Revenue Growth: The program was instrumental in helping Aggreko grow revenue by 30% and profits by 45%.
- Customer Retention: Because they can now react quickly to customer issues, the company has rescued several major at-risk accounts, justifying ROI early.
Technology
Expertise
Results