NES Rentals said last week that it has beaten its own Net Promoter Score average three quarters in a row and is at an all-time high of 80 for the third quarter of 2009. The Net Promoter Score metric has allowed NES Rentals to measure the progress of its customer service programs and integrate customer feedback into the company’s continuous improvement processes.
“By creating a customer service and safety-oriented culture at NES Rentals, we have earned an extremely loyal customer base,” said Andrew Studdert, NES Rentals chairman and CEO. “Our employees know that safety and service are cornerstones at NES Rentals and that if each customer interaction exemplifies that, we will be able to keep existing customers for the long term and attract new business even amid today’s economic downturn.”
The 2009 third quarter score of 80 is a 5-percent improvement since the fourth quarter of 2008. NES’ scores put it into the same category as such efficient growth companies as Apple, Amazon and Federal Express.
NES Rentals has completed more than 2,000 customer surveys since implementing the program in March of 2007. The Chicago-based aerial rental company is No. 6 on the RER 100.