Aggreko Success Snapshot
“The solution delivered immediate value to the business. When your average customer transaction is large, every transaction is valuable. Being able to respond to a customer trigger within hours and begin the recovery process has helped us keep customers and improve the overall relationship.”
– Simon Lyons, Global Head of Communications & Marketing
Listening to the Voice of the Customer to Create World Class Customer Focus and Recommendability
Aggreko is the global leader in the rental of portable power generation, air compression, and temperature control equipment.
Challenges
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Drive Organizational Change: Focus on their customers’ needs in order to drive utilization of its two core services.
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Improve Processes for Customer Feedback: Establish consistent business processes for the collection and analysis of customer feedback.
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React Quickly to Customer Feedback: Respond more quickly to customer problems.
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Act Globally: Implement a global solution that provided real-time feedback to management and employees across all regions and offices.
Results
Aggreko leveraged Satmetrix and Net Promoter to automate their global feedback processes.
- Net Promoter Score Increase: The program was instrumental in helping Aggreko increase its NPS by 8 points in 2 years.
- Customer Retention: Because they can now react quickly to issues, they have rescued several major at-risk accounts, justifying ROI early.
- Revenue Growth: By strengthening their customer relationships, the company has identified additional sales opportunities.
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