PPSPower Scores Highly for Customer Service in Latest Survey

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17 December 2020

Back-up power specialist PPSPower has published the results of its annual satisfaction survey.

A major challenge for many firms in the service industry has been customer service this year.

Standards have (somewhat understandably) slipped in many sectors, as job cuts, furlough and restructures have left many businesses struggling to keep up with demand and remain adequately resourced for to service their customers’ needs.

However, PPSPower, which services and repairs generators and UPSs across the UK, has received a positive response from its annual satisfaction survey.    

“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."

–Stephen Peal

Managing Director, PPSPower 

The survey is sent out to customers via email whenever a job is completed and has received strong response rates since its launch in 2013.

Feedback from the company’s latest customer satisfaction study shows 93 per cent of respondents rated PPSPower’s sales staff as either good or excellent with 0% rated as poor:

• 94 per cent of respondents rated the operational/planning team as either good or excellent.
• 97 per cent said their engineers arrived on time.
• 98 per cent said they were well presented.
• 95 per cent said the attitude, paperwork and communication from the engineers were better or as expected.
• ·98 per cent would recommend PPSPower to a friend or colleague.

Embracing Digital 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 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.”

Picture: a photograph of a PPSPower engineer, working on a generator repair

Article written by Ella Tansley | Published 17 December 2020

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