Our customers are strong advocates of the P3 brand, an in-depth survey has revealed. Julie Paulson, Business Development Manager for Europe at P3, reports that this year’s positive Net Promoter Score is the result of being highly focused upon high-quality partnerships, understanding customers’ needs and offering flexibility amid uncertainty.
What is the Net Promoter Score (NPS) and why does it matter?
“The NPS is one of the most widely-used customer satisfaction metrics. It’s an international measurement that’s calculated the same way, wherever you are. It’s based on the quality of our relationships and customer experience with P3. It reflects how strongly our customers promote the P3 brand. This year, our NPS is up by 10 points year-on-year, which shows that we were able to improve customer satisfaction and be present for them during tough times.
“The NPS matters because of the shift in the commercial property sector. Our industry has long had a traditional landlord / tenant relationship model, but that’s been changing tremendously. Every high-quality provider understands it’s all about the client, so we need to do more than just give a box-standard service. It’s good to see our our customer satisfaction is going up. We all know the challenges of 2022, whether its inflation or the increase of energy prices. The partnership approach will be more important than ever to overcome these challenges together.”
How did P3 improve its Net Promoter Score this year?
“We went into detail on last year’s research, which contained written and verbal feedback from customers. We went through it with our commercial and asset management teams and addressed any issues. For example, if there was something negative, then the local team met with the client to resolve it. These were proactive meetings, involving sitting down with clients and understanding what their needs are for the future of their business. We are planning to follow the same process every year.
“We want to understand our customers’ motivations and strategy and make their lives easier. I think clients have appreciated this personal approach and the way we addressed last year’s findings. It’s something we have been diligent about.”
What does the Net Promoter Score reveal about how to approach customer service?
“For us, one of the biggest findings has been that clients value a partnership approach more than the technical expertise. They consider the technical expertise as something given and expected for a professional company like P3. Each customer has different goals, organisational structures and approval processes and we can provide a better service when we understand those details through having a good partnership.
“This can include the type of operations that should go inside a warehouse, the specifics of a building, whether they would benefit from an ASTI (Above Standard Tenant Improvement), what ESG goals they are following and how we can help to reach those, what growth aspirations they have, and more. Understanding these details help us to be more efficient by offering things which are a good fit.
“But we have also observed that sharing knowledge between P3 teams in different countries can improve the customer experience. For example, when discussing a Built-to-Suit development, each customer has different approval structure and the whole process can be quite complex. When we understand what’s acceptable to an international client in one market, we can speed up the conception process of a potential warehouse with that same customer in another market, by sharing their needs with our local teams there.
And in the end, our very positive NPS score shows we succeeded on many levels. We continue understanding our customers better and better, which we’ve achieved by evolving our approach and working towards real partnerships with them.”