‘Kit Heaven’ powers PKL to record service score

PKL Kit Heaven

PKL Group has credited its knowledge of foodservice equipment with helping it to achieve a record customer satisfaction score in independent tests.

The portable kitchens and catering hire firm’s latest Net Promoter Score has shot from 67 to 72.5 for the year to April 2016, making it one of the highest scoring companies in the UK.

PKL provides more than 500 temporary and permanent modular kitchen installations each year, runs a facilities management arm and recently launched U-Select, a service that offers a range of flexible ways to finance new catering equipment.

Lee Vines, managing director of PKL, says that the NPS score illustrates its expertise with equipment within the company, which means fewer breakdowns for customers.

“We are very proud of our knowledge of equipment and how we care for it,” he said. “We have the largest and best equipped catering equipment test and inspection centre in Europe – called ‘Kit Heaven’ – to make sure every single piece of kit is checked rigorously before it goes out to customers.

“This reduces breakdowns on site, but also means we have the parts and expertise to deal with problems quickly and efficiently – our first-fix rate is over 80%. We have a team of 16 specialist in-house catering equipment engineers supported by a team of dedicated equipment cleaners making sure everything is in the best possible condition.”

PKL Kit WorldThe Net Promoter Score system is used internationally to gauge how happy customers are with a company’s service and how likely they are to recommend it.

Scores can go as low as -100 (if no customers would recommend the company) or as high as 100 (if all of their customers would recommend them). A mark over 50 is considered excellent.

In addition to its NPS score, Cheltenham-based PKL has also been celebrating the general customer feedback it has received this year, too, with its sales and delivery coming in for high praise.

The company’s technical support team had another good year, with a satisfaction rating of 94% and a first-fix rate of more than 80%.

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