Portakabin uses high street tactics to get closer to its customers

Firm continues mystery shopper investment to maintain excellent service delivery reputation and meet changing customer needs

Portakabin, the UK's leading modular building provider, has kicked off 2009 with a second successive set of impressive customer satisfaction results, reinforcing its continued commitment to delivering outstanding customer service.

The York-based firm, which enjoys coveted Superbrand status for demonstrating quality, reliability and distinction, achieved an overall customer satisfaction score of 9.1 out of a possible 10 - the highest customer satisfaction score recorded since Portakabin first commissioned the surveys.

Independent research has also been carried out on behalf of Portakabin by customer satisfaction research company, Service Science, who also work with brands such as Business Link, Porsche, Ferrari, the Highways Agency and fellow Superbrand status holders HSBC and the RAC.

Mystery shopping, where independent researchers pose as normal customers performing specific tasks, is widely regarded as one of the most accurate methods of assessing the customer experience being delivered by front line staff and offers levels of insight which can't be achieved through more traditional customer satisfaction surveys.

Richard Morrey, Managing Director of Service Science commented on the findings: "The standards set in our mystery shopping programme for Portakabin are rigorous and the feedback we received clearly demonstrated the commitment Portakabin makes to delivering an outstanding service for each and every customer.

"Customers were particularly impressed with the 'human' skills displayed by Portakabin staff on Hire Centre visits, such as courtesy, helpfulness, rapport-building and above all, professionalism. Skills such as these can often be overlooked, but are without doubt a key driving factor in ensuring customer satisfaction and, ultimately repeat business."

This latest news reinforces an impressive set of customer service figures for the company released in December 2008, which revealed that from January 2004 to June 2008 Portakabin delivered 99.6 percent of buildings on time and on budget, compared with a construction industry average of only 63 percent on time and 49 percent on budget.

Since the launch of its pioneering Portakabin Customer Charter four years ago, the company has completed over 8,000 building projects, with less than 0.5% of customers claiming against the Charter's delivery promise.

Portakabin Marketing Director, David Shaw, says, "In the current economic climate, it is more important than ever to ensure every building project is delivered on time and on budget to avoid any possible financial implications for our customers through overspend, lost revenue or delayed return on investment.

"Portakabin is already well placed to assist both existing and potential customers during a difficult financial period, by offering cost effective and innovative building solutions to fulfil requirements far quicker than traditional building methods. Not only that, but customers can also enjoy the added peace of mind offered by our pioneering Customer Charter and innovative warranty package.

"We are committed to delivering an outstanding service to all our customers in 2009 and improving on an already impressive customer service record."

The Portakabin commitment to service excellence has earned widespread recognition among Customer Service experts and groups, including being shortlisted twice in the Management Today & Unisys Service Excellence Awards.

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