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Environmental Industry Insights from Rehrig Pacific (February, 2007)
LOS ANGELES, CA -- January 25, 2007 - Measuring customer loyalty is a key tool used to gauge overall customer satisfaction and a pivotal metric in quantifying customer equity - the value to the company of its customer base. As most know, the financial impact of bad word of mouth can be devastating as reflected in this commonly heard statement, "If I got bad service, I'd probably be like everyone else and complain to everybody, it's human nature."
In the effort to provide its customers with world-class customer service, Rehrig Pacific's Environmental Group retained an independent third-party strategic marketing firm, Richmond, Virginia-based Beckett Advisors, to understand customer satisfaction with, and perceptions of, Rehrig's Environmental products and services.
Mike Schwalbach, National Environmental Manager, is pleased to share that the Customer Survey indicates Rehrig's Environmental products/service Customer Loyalty Ranking is 8.6 - very close to world-class levels of a 9-10 ranking.
In the words of one customer from the City of Tyler, Texas, "I can't think of anything that needs to be improved. I'd much rather use Rehrig than others because their product is better and their service is very good."
Rehrig Pacific vs. The Competition
To gain insight on how to better manage customer's expectations, the survey drilled down further to determine if Rehrig Pacific's Environmental products/services value proposition was in line with what customers wanted and to identify how its products ranked versus the competition.
Following are the Customer Survey results of Rehrig Pacific's performance rankings on key competitive metrics compared with the measured Industry Standard (5 being the best; 1 being the worst):
- With an Industry Standard of 3.0 as average, for Value for the Money, Schaefer was rated 3.29, Toter received 3.43 and Rehrig Pacific was rated 4.16.
- With an Industry Standard of 3.0 as average, for Reliability of Product Warranties, Schaefer was rated 3.72, Toter received 3.63 and Rehrig Pacific was rated 4.29.
- With an Industry Standard of 3.0 as average, for Levels of Customer Service, Schaefer was rated 3.52, Toter received 3.40 and Rehrig Pacific was rated 4.04.
- With an Industry Standard of 3.0 as average, for Ruggedness/Durability of Products, Schaefer was rated 3.57, Toter received 3.76 and Rehrig Pacific was rated 4.18.
Additionally, the survey studied customer's ranking of Environmental competitors based on their perception of their reputation in the industry (10 being the best; 1 being the worst). Again, Rehrig Pacific ranked highest amongst its peers:
1. Rehrig Pacific / 7.84
2. Schaefer / 5.98
3. Toter / 5.95
4. Cascade / 5.10
5. Ameri-Kart / 5.10
6. Otto / 4.98
To put the Customer Survey rankings in perspective and share how they will guide customer relationships with Rehrig Pacific's Environmental Group going forward, Mike Schwalbach explains, "Our team is looking forward to continuously improving how we communicate with, and serve, the Rehrig Pacific customer. We sincerely appreciate the candor and constructive advice that was offered."
Rehrig Pacific has been helping companies handle and transport a diverse range of products for more than 90 years. The Los Angeles-based company is an international company with licensees worldwide offering an ever-expanding product line that includes returnable plastic crates, carts, and pallets designed for handling, storing and transporting products in the agriculture, bakery, beverage, dairy, environmental and materials handling marketplaces.
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