Customer experience is essentially the way a brand is perceived in the market. It reflects what or how a customer thinks of a brand. This perception is built on how the company communicates to the customer, what are the products and services in question and how this entire production is managed. Customer perception is fragile, prone to change and can switch with each customer interaction. Therefore consistency and sustaining key ideals/vision is a must. At Porter, we ensure that we steadily maintain our customer satisfaction index. This company vision springs from our co-founders and streams down to each and every employee in the team. Only when the entire company works in sync with a common goal in mind can true customer satisfaction be achieved. It is our strong conviction that trust is the core characteristic that forms a brand and should be built up and maintained through the company’s lifespan.
At Porter , we believe in being a work in progress, constantly evolving, and becoming up to date based on customer feedback, research, surveys and more. We want our customer satisfaction stories to be legends, whispered across the halls of industries, irrespective of the vertical involved. To develop these worthwhile legendary service ethics we ensure that our customers always gain positive feelings from all our interactions. In a study conducted by Oracle, it was found that 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal advocate. We work in accordance with this, or better still to exceed our customer expectations by providing holistic and seamless experiences, every single day.
The key factors for building and maintaining our brand are:
- Sustaining and maintaining customer satisfaction through consistent interaction & communication
- Sustaining Operational Reality
- Research-based customer interaction
- Technology-based up-to-date innovations for improved speed and availability
At Porter, we ensure that every interaction we have with our customer on call or otherwise includes information, awareness, discovery, cultivation, and advocacy with optimum service. We measure customer experience using CSAT (Customer Satisfaction), NPS (Net Promoter Score to gauge overall customer experience), B2B Customer Feedback etc. We also track the behavior of all our customers on the platform and act accordingly. One of our main targets is to be available for 95% of the calls within 10 seconds. Each and every interaction is registered as a ticket which gives us visibility on the prominent issues and helps us stay up to date with upcoming trends.
We have an experienced centralized team that handles all queries 24 by 7 and is trained to cater to all possible queries and escalations. They have the autonomy and training to resolve all issues first-hand. In case a mistake is made we do not hesitate to accept it and take corrective action immediately. Our adaptability and affinity to evolve, helps us advance, match and grow with customer expectations. We would like to mention one such example of our propensity to evolve! Our team while listening to several interactions realized that the customers had to make several callbacks to check for vehicle availability. This propelled them to introduce a new feature called “Search for x minutes”. This feature continues to look for vehicles for the next 10–15 minutes before informing the customer, so they do not have to keep calling for inquiries. This subsequently also ensures that we have exhausted/fulfilled our full search capacity.
Our upcoming plans to further improve customer experience includes an in-app chat service and self-service (based on logic solutions given by the system) and integrating a bot into the system. Our Bot will be a data-based hybrid model with both machine and human interface. All our adaptations and additions in the past have been based on customer feedback, are data-driven and survey-based. We plan to continue this onward march and progress and swing will all new changes and expectations! Like Robert Frost said in his famous poem we at Porter believe ‘that ‘we have promises to keep and miles to go before we sleep and miles to go before we sleep’, to fulfil all our customer expectations!