PPSPower Leads The Charge For Top Customer Service With Latest Survey Results
As 2020 has undoubtedly been of the most challenging years for UK business in recent memory, a major challenge for many firms in the service industry has been customer service.
Standards have (somewhat understandably) slipped in many sectors, as job cuts, furloughs and restructures have left many businesses struggling to keep up with demand and remain adequately resourced for to service their customers’ needs.
One firm in the stadium management industry that has bucked this trend is back-up power specialist PPSPower, which services and repairs football stadium generators and UPSs across the UK.
The company takes customer feedback very seriously and has run an annual satisfaction survey since 2013, with its latest results showing an extremely positive response.
The survey is sent out to customers via email whenever a job is completed and has received strong response rates since its launch, demonstrating PPSPower’s commitment to quality, which has been recognised with the firm’s ISO:9001 certification.
Feedback from the company’s latest customer satisfaction study shows 93% of respondents rated PPSPower’s sales staff as either good or excellent with 0% rated as poor.
Overall service responses were very strong, including:
- 94% of respondents rated the operational/planning team as either good or excellent.
- 97% said their engineers arrived on time.
- 98% said they were well presented.
- 95% said the attitude, paperwork and communication from the engineers were better or as expected.
- 98% would recommend PPSPower to a friend or colleague.
Headquartered in Sherburn-in-Elmet, Yorkshire, PPSPower works extensively in the FM sector. The firm supports several leading football clubs with their back-up power and generator needs, helping them to celebrate success on the field.
Operating nationally, the company provides high quality back-up generator and UPS (uninterruptible power supplies) installation, repair and maintenance solutions.
PPSPower’s customer satisfaction survey was launched in response to calls by FM industry professionals for organisations to improve the way in which they communicate and deliver services.
The firm decided at that time to implement a new and innovative online customer survey. This year’s research involved a self-completion census, completed by customers who have experienced PPSPower’s services in the 12-month period from 01 July 2019 to 30 June 2020.
PPSPower’s managing director Stephen Peal says the company’s embracing of modern technology has been focal in allowing it to continue to deliver a seamless service during the pandemic:
“Through these unexpected and turbulent times we have had to change our approach and work more flexibly to achieve our customer’s goals and deliver our services effectively.
“We have had to adapt our working processes to continue working with our suppliers effectively, for example, working with simPRO to roll out our cloud-based CRM, parts management and planning software, which meant we were able to track all of our processes digitally, has played a big role in our operations.
“One thing that has struck me during this challenging period is the dedication and quality of our team, which has shown an amazing commitment to quality customer service. It has been a real pleasure hearing the feedback from customers who have been quick to praise our standard of service.”
PPSPower prides itself on its track record for repeat business. Many customers return to the company after receiving one service, such as a generator repair, and take additional works, including UPS services. This has continued to be the trend in 2020, with recent notable contracts including a major utility provider and public sector organisation taking on wider packages with the firm.
Steve added: “It is heartening to see that in these difficult times, our people remain as committed as ever to doing a great job for the company and our customers. We really are a family at PPSPower and I believe our collective enterprise, commitment and resilience can see us through the hard times and help us look forward to a brighter future.”
