“When our people are happy, our customers are happy,” says Thomas Luther, CEO.
LeaseGreen’s customer satisfaction has clearly improved during 2020. Eight out of ten customers give LeaseGreen an excellent rating for its work, and almost all customers consider it likely that they would choose the company as a partner again. The dissatisfaction rate is 2%.
The Net Promoter Score (NPS) used to measure customer loyalty rose to +55 points in the 2020 survey, up from +38 points a year earlier.
“The 2019 result was average for b2b companies, which we could not be satisfied with,” says Thomas Luther, CEO of LeaseGreen.
“We had growing pains last year, which were also reflected in our customer work. But we turned the corner, got great feedback and the work continues. Our teams are inspired by the high expectations of our customers and we want to serve them even better.”
Thomas Luther is pictured on the left, together with Timo Juurikko, Chairman of the Board of As Oy Vehnä-Hov. The research company Innolink conducted telephone interviews with LeaseGreen customers in October and November. The survey is based on 60 interviews. According to Luther, customers describe LeaseGreen above all as a reliable, competent and innovative partner.
“More and more customers see LeaseGreen as a pioneer of innovative solutions. Criticisms we receive include the proactivity of contact and the handling of problem situations.”
“Surprising situations are stressful for everyone involved, but smart prioritisation, an ironclad attitude and open cooperation will help you succeed even in the toughest of situations. The conditions of the peak year have increased the degree of difficulty, but LeaseGreen’s project managers have pulled through admirably on behalf of our clients.”
LeaseGreen also measured the satisfaction of its staff during the autumn period. Employee morale has remained at an excellent level during 2020, with a job satisfaction score of 4.2, with a top score of 5. Employees feel that the company provides meaningful work (4.9), that it is nice to work with a manager (4.7), and that a sense of community supports success at work (4.5).
“When we improve the energy economy of a customer’s property, we are also improving a small piece of the world,” says Thomas Luther.
“The work in this house is exceptionally meaningful, and it gives a boost to every working day. We firmly believe in the power and impact of the joy of work. When our own people are happy, our customers are happy.”
Thomas Luther, CEO
LeaseGreen
+358 40 534 4256
thomas.luther@leasegreen.com
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