“From the beginning, it was my priority to improve the service in our organisation and increase customer satisfaction. We knew this was only feasible by changing our structure and processes, and one of the solutions I had also thought of was implementing a survey with another approach than the existing one,” Janusz Facon, Service Director, explains. So after some discussion, Poland, partly because of Janusz Facon’s previous experience with NPS, became one of the pilot countries for the project in 2015.
The Net Promoter Score is a recognised methodology that helps us to ask our customers what they find important and how we perform in service. Each month we collect more than 1500 customer surveys, which allows us to continuously improve our service, according to the Toyota Service Concept value Kaizen.
In a time span of two years, Toyota Material Handling Poland was able to increase their Net Promoter Score from 24 in 2015 up to 48 in 2017. The strengths that were highlighted through the survey were the high level of competence of our service personnel, as well as the high quality of products and solutions from Toyota Material Handling. These assets can also open the possibility to convince satisfied customers to put forklifts from other brands on a Toyota service contract as well. “The main lesson I learnt from implementing NPS is that offering good service is all about what’s important to our customers and what we promise them. Because even though we can optimise our response time and the quality of our service, if it doesn’t align with the customers’ expectations, customer satisfaction will never be achieved. On the other hand, simply staying in close contact with all customers to offer them the correct information will already boost customer loyalty,” concludes Janusz Facon.