Customers operating STILL UK forklift trucks and intelligent intralogistics solutions have declared industry-leading levels of satisfaction with the service they receive, particularly from its 100-strong team of service engineers.
The key benchmark was how likely STILL UK’s customers would be to recommend the company and comparing that ‘net promoter score’ (NPS) with the published NPS of its market competitors.
STILL UK’s 9-out-of-10 rating on the customer service index (CSI) was achieved against the backdrop of a challenging 18 months for the global logistics industry, according to the company’s UK Service and Operations Director Lauren Fletcher.
She said: “Despite all the challenges, we are best-in-class for customer service. The feedback from our customers is that we have been giving them very good service.” STILL received this feedback as part of their customer survey last year, which polled over 500 STILL customers.
Lauren added: “Our customer feedback is something we are extremely proud of. We launched the survey in 2012 as part of our focus on continuous improvement.”
The customer service index showed that STILL UK’s service engineers were highly valued, not just for their expertise in diagnosing and fixing problems on site, but also for their understanding of each customer’s operations.
While scoring an unprecedented nine-out-of-ten on the CSI, STILL UK also recorded an NPS of 66.6 indicating how likely customers would be to recommend the company.
That figure rose to 71.07 if applied only to the service engineers, many of whom have been employed for years. Their latest CSI score was an unprecedented 9.12.
STILL UK has been recording its customer experience performance in this way since 2012. Previous best results were 60.1 for NPS in 2018 and 8.97 for CSI in 2020.
Based at Clyst St Mary near Exeter in Devon, STILL’s UK operation employs 200 staff across the country, of whom 100 are service engineers, many with decades of service.