NES Rental Holdings, a leading aerial equipment rental provider, said it has set a Net Promoter Score record for the aerial equipment rental industry with a 2010 annual score of 80.1. The Net Promoter Score metric allows NES Rentals to measure customer loyalty and integrate customer feedback into improvements for the company’s customer service processes.
NES achieved high quarterly scores throughout 2010, the company said, including a quarter high of 82.6 in the fourth quarter. This score represents the results of thousands of customer interviews and ratings throughout 2010. The company implemented the NPS program in 2007 and has received growing scores each year since.
“Achieving high customer loyalty scores in the midst of tremendous economic pressure in our industry is a testament to our team and their dedication to our customers,” said Andrew Studdert NES Rentals chairman and CEO. “By making the customer experience our priority, it has led to a natural emphasis on customer safety and service.”
NPS measures customer loyalty by asking customers how likely they would be to recommend a company to a friend or colleague. Companies achieving a score higher than 80 include Apple, Amazon and Federal Express.
Based in Deerfield, Ill., NES Rentals is No. 8 on the RER 100.