LPR gives customers a voice with annual Drop Point Survey

The results from this year’s LPR annual Drop Point Survey are in, and the scores show satisfaction levels are on the increase. This is the 14th year the pallet pooling specialist has carried out the survey, giving its customers the chance to have their voice heard on its business operations and partner organisations.

LPR customers will be familiar with the Drop Point Survey, which has been collecting, recording and tracking their opinions for well over a decade. It allows LPR to analyse its performance and ensure the service received at its drop points meets its expectations. Importantly, it is a key way of benchmarking LPR’s performance against its key competitors and identifying areas for improvement.

As a business that strives to always put customers at its heart, a vital measure for LPR is how its customers view the service it provides. The survey enables LPR to get this information and track performance levels year-on-year. The 2017 data shows that LPR’s service ratings have improved again, with 86% of customers rating the pallet pooler’s service as ‘excellent’ or ‘good’.

The majority of respondents also rated LPR’s third party collection service providers as excellent, maintaining last year’s strong results.

Another key measure from the Drop Point Survey is staff friendliness and professionalism. The business recognises that the way its staff interact with customers is absolutely key to its success. This year, LPR scored consistently high results in this area, which can be in part attributed to an ongoing programme of training, the culture of the organisation and its continued investment in talent.

The survey is also an opportunity for LPR to gauge perceptions of its pallet quality. Results this year did not disappoint, with 97% of customers rating LPR’s pallet quality as ‘excellent’ or ‘good’.

Overall, results showed LPR continues to outperform its competitors, consistently scoring higher when looking at service, collection, quality and enquiry resolution.

Andrew Bradshaw, asset director of LPR UK and Ireland, commented: “The results from this year’s Drop Point Survey are hugely positive. I’m delighted to see such a high level of responses in the ‘excellent’ category for service, staff friendliness and pallet quality levels, rising year-on-year.

“The fact the survey is now in its 14th year is testament to the value the business places on it. It’s a hugely valuable tool for us to gauge customer satisfaction levels, track these and make changes. The insight allows us to review our business, the way we operate and interact with customers, and I’m proud to say we’ll continue to ask our customers what they think of us for years to come. Thanks to everyone who took part.”