Speeding their way to customer success
At an Upland Rant & Rave program review, Speedy Services was presented with some analysis that highlighted the key drivers of dissatisfaction amongst its customers. Some areas that really stood out were the importance of on-time delivery, equipment availability, and missing parts.
Armed with this insight, it piloted a new initiative called Capital Commitment, which focused on improving these aspects of its service by offering a guaranteed same-day delivery service on its top 50 products if ordered by 3 pm. By introducing this promise, Speedy Services has set themselves apart from their competitors, seen customer satisfaction shoot up, and produced an astonishing ROI. In fact, the results have been so good, it has rolled the scheme out nationally!
The proof’s in the pudding
Return on Investment for Capital Commitment currently stands at 1,151%
92% of customers gave them a score of 4 or 5 out of 5
“By taking strategic action on the back of feedback we’ve captured using Upland Rant & Rave, we have been able to introduce some truly revolutionary initiatives which have produced an amazing return on investment!”
– Sam Statham | Customer Experience Manager | Speedy Services