The Northern PPSPower engineering division gathered at Raceway Karting yesterday for the annual service review. Whilst the aim of the day was predominantly focused on reviewing and establishing best practices during both minor, and major UPS and generator service, maintenance and repair visits, an element of fun was introduced by way of a go kart race and BBQ.
The PPS team began proceedings with an overview of the previous year’s developments reviewing the KPI’s of both office and field service staff. The dedication and hard work of our team has been reflected in the testimonials, and feedback we have received from our own clients. Early this year we conducted a wide spread customer review and the feedback was overwhelming:
95.45% of our customers rate our sales staff as either good or excellent.
90.47% of our customers consider the time taken to receive a quotation is either good or excellent.
95.45% of our customers rate our operational team as either good or excellent.
95.46% of our customers say our engineers arrived on time.
100% of our customers say that our engineers were well presented.
95.23% of our customers say that our engineers were very professional on site including their paperwork and communication.
100% of our customers would recommend PPSPower to a friend or colleague.
Whilst sales are up and the company is thriving, there are always ways in which we can improve our service, and continue to maintain the high standard our clients have come to expect. As part of our ongoing mission to provide gold standard customer care we constantly review and develop our staff’s KPI’s to drive better customer service and efficiencies. During the meeting we produced brand new KPI’s for our engineers, and updated those of our office staff to ensure consistency is carried out in all areas of the company.
We followed by reviewing “what is proper preventative maintenance”, in order to refresh the knowledge of our established engineers and educate the new apprentices which have joined us this summer. We also provided toolbox talks on: Health and safety, personal protective equipment, Fire safety, COSHH and Risk & Method Statements.
As many of our engineers benefit from hands on experience, in the afternoon we offered hands on training with fuel transfer systems and common problems. This was extremely beneficial for our new apprentices and gave them the opportunity to learn alongside experienced engineers.
We took a new approach this year and to finish off the day we arranged a karting race for the whole team, followed by a BBQ since the British weather permitted us to do so.
Congratulations to Jamie Lawrence who won the karting race and I’m sure his knowledge of the course had no influence on his win! The final note is a big well done to our Northern team for your dedication and support this year, we look forward to next year’s review.
Keep an eye out for next week’s update on the southern summer engineers meeting.