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Outstanding Hire Customer Service Award for 2013

Customer Service Team with the award

Astley Hire have won the award for “Outstanding Customer Service” for 2013. The award is given to the organisation with the most loyal customers and this is measured by an independent external organisation and based on the Net Promoter Score® which is the most widely used method of measuring customer loyalty. Astley Hire managed an outstanding NPS® score of 66 and this is the highest achieved by any organisation during the last 3 years of surveys conducted by Insight100. Astley Hire also achieved a tremendous customer satisfaction score of 89 which clearly shows that the organisation not only understands the key loyalty drivers of its various customer groups but that it also delivers high levels of tool hire and equipment service on a consistent basis against the things that actually matter to its customers.

Insight 100 logo

Tariq Mahmood, the Founder of Insight100 commented “Astley Hire has conducted a Customer Loyalty survey every year for the last 3 years and managed to improve its Net Promoter Score® from 49 to 66. A score of 66 can only be put in context when you understand that organisations considered world class such as Google, Amazon and Apple have scores of 70-80 and that average NPS scores are in the region of 30.”

Tariq also paid tribute to Stephen Dorricott the MD for being brave enough to close the loop following a customer survey. “Stephen has demonstrated how much he values customers and their feedback because he is happy to publish the findings of the survey on his website highlighting what customers think his company does well, what they need to do better and most importantly, what the organisation is going to do to act on the feedback from customers”.

Read the 2013 survey results, customer comments and Astley Hire responses here.

Stephen Dorricott being handed customer service award by Tariq Mahmood

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