Satmetrix Press Release
Aggreko Puts Its Finger on the Pulse of Customer Experience with Satmetrix
Leading Rental Equipment Firm Utilizes Customer Feedback and Net Promoter® Score to Strengthen and Grow Market Lead
FOSTER CITY, Calif., — August 8, 2006 — Satmetrix, the leading enterprise Customer Experience Management (CEM) company and co-developer of the Net Promoter® score, today announced that Aggreko, the worlds leading supplier of rental power, temperature control and compressed air systems, has successfully implemented Satmetrix CEM Customer™. The Satmetrix program is helping Aggreko strengthen and grow its market lead position by managing customer experience through a proven combination of technology, methodology and consulting.
Martin Green, Managing Director EMEA, Satmetrix said, "When Aggreko came to us, they knew they had a good reputation among customers. What the Satmetrix CEM program lets them do is break that feedback down, allowing the identification of specific things the company does well, so they can keep doing them, and pinpointing the services customers want to see added, so these can be delivered."
Satmetrix provided Aggreko with the Satmetrix CEM Customer application and is working alongside it to deliver additional services and business consulting to ensure overall program success. It is helping Aggreko enable the regular collection of ongoing data after significant customer interactions, and delivering timely and relevant customer insight to managers and service personnel.
The Satmetrix CEM program, implemented across Aggrekos European and US businesses, utilizes Net Promoter to measure and monitor overall loyalty within the companys main customer segments. Information is then used to drive best practice customer service across all levels of the organization and to propel business growth through increased customer loyalty.
"Satmetrix has changed how we think and manage our organization and we have seen immediate value added to our business," said Simon Lyons, Global Head of Marketing and Communications at Aggreko. "We now receive real-time, fact-based, actionable data, allowing us to focus on developing decisive propositions around the preferences of our customer segments."
"It also provides a transparent view of the value our customers see in the different elements of our service proposition, allowing us to frequently surprise and delight them with the speed of our response to, and resolution of, their issue."
Through the full functionality of the Satmetrix CEM Customer application, Aggreko can now monitor customer experience feedback in real-time. This works to track individual interactions and provide early warning signals if the overall state of the relationship shows any sign of deterioration. In addition, Aggreko can use CEM Customer to identify potential revenue building opportunities, via the positive feedback received from satisfied customers.
"Aggreko has shown that it recognizes the importance of implementing measurable customer experience programs and is one of the companies leading the drive for CEM," continues Green. "The success they have had so far has encouraged them to rollout the solution and process beyond North America and Europe, to operations in both the Middle East and Asia Pacific."
About Satmetrix
Satmetrix Systems, Inc., headquartered in Foster City, Calif., is the leading global enterprise customer experience management (CEM) company. Satmetrix Systems enables organizations to achieve profitable growth by improving customer retention, increasing levels of satisfaction, and enhancing customer experience. The company puts real time, actionable information from an organizations customers direct to the right people in the organization, fast. Satmetrix Systems also provides industry thought leadership; it developed the Net Promoter® metric with Fred Reichheld, Bain Fellow. For more information about Satmetrix Systems, call 650-227-8300 or visit www.satmetrix.com.
About Net Promoter®
Net Promoter® is more than a metric to measure customer experience and profitable growth --Net Promoter® is a discipline by which companies profitably grow by focusing on their customers.
Widely adopted, it is co-developed with Fred Reichheld, Fellow of Bain & Company and published in Harvard Business Review. Many leading companies such as GE have adopted Net Promoter as a standard. Further independent studies of Net Promoter, such as the one recently released by researchers at the Enterprise London School of Economics, have further proven the financial impact of Net Promoter. Satmetrix continues to develop and refine Net Promoter best practices for the Net Promoter community. For more information visit http://www.netpromoter.com/.
About Aggreko
Aggreko plc is the global leader in the rental of power, temperature control and oil-free compressed air systems. We help customers in many different industries to improve and safeguard their operations by solving problems, creating opportunities and reducing risk. Aggreko provides 24/7 availability and service support with more than 2,000 employees operating from over 100 locations in 28 countries. In 2005, we served customers in 80 countries, using more than US$1bn of rental equipment. Aggreko plc is listed on the London Stock Exchange (AGK.L) and headquartered in Scotland. For more information, please access the company website at http://www.aggreko.com.