CUSTOMER SUCCESS STORY

Aggreko plc is the world leader in the supply of temporary power and temperature controlsolutions. Aggreko employs over 4,500 people operating from 165 locations. In 2011 we servedcustomers in about 100 countries, and had revenues of approximately GBP 1.4bn (USD 2.2bn orEuros 1.6bn). Aggreko plc is listed on the London Stock Exchange (AGK.L), is a member of theFTSE-100 index, and is headquartered in Scotland. For more information, please visit thecompany website at www.aggreko.com

Putting the Customer at

the Heart of Continuous

Business Improvement

THE CHALLENGE

Aggreko provides power and temperature control solutions to customers who need them either very quickly, or for a short orindeterminate length of time. Examples would be the supply of power to an industrial site which needs to service its permanentpower supply, supplying a whole city in times of power shortage, or providing a major sporting event with power and coolingsystems. They serve customers either through 165 service centres, which they call their Local business, or globally through theirInternational Power Projects business.

Aggreko’s business is heavily reliant on referrals created by positive customer experiences. Therefore, the company wished tocreate a solution that would enable it to listen to what its 43,000+ global customers were saying and establish how the businesswas performing in terms of the customer experience it was providing. In doing so, Aggreko would be able to confirm whichelements of the customer experience really mattered to customers, rather than basing business decisions on what it thoughtmattered to customers. Overall, Aggreko wished to drive customer focus within its culture and ensure building customerrelationships was a priority for every team across the business.

THE SOLUTIONAggreko chose to work with Satmetrix, the loyalty thought-leader and co-creator of Net Promoter. Working with Satmetrix,Aggreko implemented a Net Promoter programme to engage with customers by asking them ‘Would you recommend Aggreko toa friend or colleague?’ and several other key questions. The customer responses provided robust data which highlighted toAggreko whether they were working effectively in terms of driving loyalty and if not, why not. The solution also included abenchmark against which Aggreko can measure its customers’ day-to-day satisfaction.

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THE RESULTS

The key results from Aggreko’s ongoing work with Satmetrix to continually increasethe focus on customers has enabled the company to:

✔ In 2011, Aggreko fulfilled almost 43,000 customers’ assignments and whenresearched, 69% of them gave the company a recommendation of 9 or 10 out of10 – an incredibly impressive result.

✔ Achieve a World Class Net Promoter Score that continues to rise. In 2006Aggreko had a world class NPS® of +50.

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Our Net Promoter Score issomething that the wholeAggreko team is proud of

and as a result everyemployee now focuses on

continuously increasing theNPS year on year.

Simon Lyons, global head ofcommunications & marketing,

Aggreko

With the help of Satmetrix it continues to increase year on year:• 2007 – 54%• 2008 – 58%• 2009 – 60%• 2010 – 60%• 2011 – 60%

To put these figures in context, the global B2B average has hovered at +20. Aggreko has consistently been in the top 5 companiesin the B2B benchmark

✔ Become a customer-centric organisation, by ensuring the culture of the business is focused on the customers, and impart thatto every employee

✔ Achieve clear visibility into customers’ key loyalty drivers and respond with process and policy changes

✔ Identify and resolve issues quickly Review existing customer service processes to address exactly what is important to thecustomer

✔ Build long-term relationships with customers which go beyond a transactional basis

✔ Improve brand reputation

✔ Use the customer data to identify potential revenue building opportunities via the positive feedback received from satisfiedcustomers

Simon Lyons, global head of communications & marketing at Aggreko, comments:

From the moment we started working with Satmetrix, the company changed our thinkingand how we managed our business. Since the success of our first implementation, theSatmetrix technology and expertise around Net Promoter has allowed us to create the`customer first’ mindset in every country and at every level in the business. The disciplineof listening to the customer has produced a cultural shift in thinking that, ultimately, hasbenefited our bottom line.

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THE RESULTS

The Satmetrix Solution highlights which of these drivers are important to the customerand how we perform against them. We are now aware that it is possible to over-perform,spending too much where it’s not shown to be important to the customers. With thecustomer insight we get from the Satmetrix data, we can now better allocate ourinvestments to where they have the most impact.

“As a result, not only has the Relationship Survey NPS with our customers improved over time but the NPS for all touch points hasalso increased. In the most recent analysis the ‘value for money’ driver increased the most – which bodes well for a serviceorganisation working in such a difficult economy.

BEST PRACTICES

The data gathered from customers revealed the drivers of loyalty through customer touch points including sales professionalism,service and equipment performance, and even invoicing. The survey also asks questions about how the experience varied fromexpectations and enables the customer to identify suggested areas of improvement.

Managing the number of languages and cultural nuances across the business was a primary challenge, as Aggreko operates inmore than 100 countries, each with its own distinct and subtle differences. Satmetrix was able to help the business overcomethese challenges by implementing an enterprise-wide programme, with survey and user languages and cultural considerationsrelevant to all of Aggreko’s markets. Aggreko, with the help of Satmetrix, got around these challenges by:

✔ Engaging with all of its business units and educating them in the Net Promoter methodology

✔ Training relevant staff on what they needed to be aware of and do in their role in conjunction with the Net Promoterprogramme

Aggreko has been able to use this framework to deliver a consistent world class experience, regardless of region. Since Aggreko’sdata collection is standardised across geographies, functions and drivers, it also provides a credible method of comparingoperational performance and this transparency allows senior management to make comparisons and insights across thebusiness.

The Satmetrix application is intuitive and easy to use; highlighting this to staff and ensuring they understand how to use updates,as well as inducting new starters, remains an on-going initiative which ensures the entire enterprise is utilising the data. This on-going communication involves instilling the knowledge required to understand Net Promoter Score, the factors which impact onAggreko’s score, and the best practice approaches they can apply, which in turn can be refined and updated as the organisationmatures in their region. The Net Promoter Score provides real-time information, so Aggreko has been able to implement a systemthat allows staff to regularly check the score and take necessary action immediately.

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”“Simon Lyons, global head of communications & marketing at Aggreko, comments:

Our Net Promoter Score is something that the whole Aggreko team is proud of and as aresult every employee now focuses on continuously increasing the NPS year on year.

Satmetrix also provides Aggreko with on-demand applications to collect customer experience data and drive analysis, insight andcustomer feedback directly to the relevant employee. This information can be automatically directed to any level within theorganisation, from the CEO to a supervisor, enabling a quick reaction at a level appropriate to the customer’s level of satisfaction,and while it still matters to the customer. For example, the system can generate email alerts to a salesperson in order for them toaddress a mildly displeased customer and to initiate them into developing an action plan to address the issue.

In the case of a customer returning a very negative response, an alert can be sent to not only the account manager and theregional manager, but the CEO as well.

Alerts are also sent directly to executives if a key customer has flagged that they are extremely happy with the service they havereceived. This distributes a better understanding of exactly what the customer felt which made the experience so positive and, ifappropriate, reward the account team accordingly, further motivating employees to continue their good work.

Aggreko also performs an advanced analysis of the customer experience data by combining it with operational and financial datain the company. Investment and performance improvement opportunities can easily be identified, and acted upon whetherstrategic or tactical. Ensuring that staff are aware of the Net Promoter Score at all times enables Aggreko to put customers at theheart of all activity as they can clearly see what the business priorities are.

Simon Lyons, global head of communications & marketing at Aggreko, comments:

Because feedback is available to employees in real time they are able to understand theimpact that their actions have on the customer experience. As a result they have reallybought into the process. Not only is Net Promoter part of the company language, there is areal hunger for new customer feedback so that employees can raise the bar.

Aggreko was also able to address the issue of extracting customer data of suitable quality from its CRM system by undertakingthe Satmetrix programme. The organisation now has the ability to monitor customer feedback in realtime on both a transactionaland relationship basis through the combined functionality of the Satmetrix CEM services.

Simon Lyons, global head of communications & marketing at Aggreko, comments:

It is not only the volume of data we are receiving that is helping us. Because the data wereceive from Satmetrix is fact-based and actionable we can develop propositions aroundthe preferences of customer sectors. We can then allocate money and manpower to areasthat are actually important to the customer, not where we think the customer wants them.

BEST PRACTICES

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About Satmetrix

Satmetrix is the leading global provider of cloud-based solutions for managing andimproving overall customer experience. As co-creator of the Net Promoter®methodology, Satmetrix combines unrivaled NPS expertise with a powerful, yet cost-effective SaaS-based software solution to provide continuous, actionable, 360-degreecustomer insights. Leading organizations of all sizes and across multiple industries useSatmetrix solutions to drive customer retention, improve customer affinity andmaximise positive word-of-mouth to deliver overall improvements in customer lifetimevalue. With more than 1,000 deployments in 40+ languages, Satmetrix provides aholistic view of the customer experience and the necessary expertise to help acceleratecustomer experience program success.

NPS®, Net Promoter® and Net Promoter® Score are registered trademarks of SatmetrixSystems, Inc., Bain & Company and Fred Reichheld.

Call us for more information:(888) 800-2313 (North America) or +44 845 371 1040 (international).

© 2015 Satmetrix Systems, Inc. All rights reserved. Satmetrix and the Satmetrix logo are registered trademarks and Satmetrix Pro is a trademark of Satmetrix Systems,

Inc. Net Promoter and NPS are registered trademarks and Net Promoter Score is a trademark of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

“ ”Satmetrix had the intellectual horsepower to deliver more than just

data. Satmetrix had the experience, analysis, user interface,credibility and comparative data to help us achieve our goals.

Simon Lyons, global head of communications & marketing, Aggreko