A-Plant Confirmed As One of the UK’s Most Customer-Focused Organisations

Leading hire company A-Plant has been officially confirmed one of the most customer-focused organisations operating in the UK. The national plant, tool and equipment hire firm has won the Silver Award in the Industrial/Utilities category of the UK Customer Experience Awards 2015, said to be ‘the most comprehensive, the biggest and the most prestigious Customer Experience Awards programme in the UK’.

A-Plant was awarded the Silver Award at an awards ceremony attended by over 800 people at the Park Plaza, Westminster Bridge, London. In their sixth year, the UK Customer Experience Awards celebrate and recognise the very best in Customer Experience across all sectors and multiple categories. A-Plant formed part of an elite set of winners on the day, including Eurotunnel LeShuttle, Virgin Money plc, Direct Line, DFS and the Dorchester Collection.

As part of sustained efforts to provide customers with an exceptional service, A-Plant has a Customer Experience Programme applied across the business and a dedicated Customer Experience Team. By using innovative and creative solutions such as mystery shopping, customer journey mapping, quality monitoring, reward and recognition programmes and internal training, A-Plant has vastly enhanced customer satisfaction levels and 97% of customers currently rate their overall customer experience with the company as ‘Excellent’ or ‘Good’.

Sue Bastock, Head of Customer Experience at A-Plant said: “Historically, many hire companies have differentiated themselves on price alone but we realised that this approach was not sustainable and one we needed to move away from to become a real customer-centric organisation. Our approach is unique in the hire industry and it’s essential we keep ahead of the game, so we are constantly reviewing and enhancing how we serve our customer base.

“We’ve carried out initiatives such as bespoke coaching to our frontline team of over 400 employees, promoting our vision of delivering service excellence at every single opportunity and demonstrating honesty and integrity at all times. We’ve also implemented service levels such as responding to any complaint within just one hour of receipt. This approach really is paying off in terms of our customer satisfaction levels and we were absolutely delighted to win the Silver Award,” she continued.

The UK Customer Experience Awards programme has transparent judging and the eminent judging panel includes representatives from the likes of Visa Europe, Deloitte, Standard Life, HSBC and the Royal Institution of Chartered Surveyors. Entries are scored using pre-determined criteria, with written entries being assessed to provide shortlisted finalists who then also make 15-minute presentations to a panel of judges. Scores are generated from a combination of the written entry and the live presentation.