At ECC, our top priority is providing exceptional service to our customers, drivers, and employees. We conduct regular surveys to gauge satisfaction levels and identify improvement areas. We're thrilled to share the results of our latest surveys, which paint a very positive picture! 

91% of customers would recommend working with us  

Our commitment to exceptional customer service resonates with our customers! We received a Net Promoter Score (NPS) of 38, a key indicator of customer loyalty. This impressive score reflects a strong level of endorsement from our customer base. The survey was filled in by over 100 customers and conducted by an external party, Integron, to limit any possible bias. Customer satisfaction reached an all-time high of 8.5, exceeding industry benchmarks and showing a significant increase from the previous year. We've seen substantial gains in complaints handling and operational efficiency, ensuring a smooth and positive customer experience. Reinforcing this satisfaction, 91% of our customers would recommend working with ECC! 

Drivers report high satisfaction of 8.5 and pride at ECC 

Our drivers are the backbone of our operation, and their satisfaction is crucial. We're happy to report that most drivers shared their feedback with us. The survey revealed high satisfaction levels of drivers, with an average rating of 8.5 out of 10. Drivers take great pride in working for ECC, with a significant portion (61%) rating their experience a 9 or 10. The survey also identified areas for improvement. We're committed to acting on this feedback to enhance the driver experience further. 

Strong 7.7 employee satisfaction 

Our employees are another vital part of the ECC family, and their commitment is essential to our success. We're proud to maintain a consistent overall employee satisfaction rate of 7.7, as reported by the majority of our workforce. The survey results highlighted a positive work environment, fair opportunities, and a sense of security as key factors influencing employee commitment. 

Giving back and celebrating success 

At ECC, we believe in giving back and celebrating our achievements. For customers who responded to our survey, we planted a tree in cooperation with Trees for All. This initiative resulted in the planting of 133 trees, capturing over 33,000 kg of CO2 in the coming ten years! We're also celebrating the positive survey results with a unique internal event to thank our employees for their hard work and valuable feedback. Their input is instrumental in helping us improve ECC as an employer. 

Looking ahead 

The positive results from our latest surveys are a testament to our dedication to exceptional service. We're grateful for the feedback we received and committed to using it to maintain and enhance this momentum. We continue to analyze the results and implement improvements wherever possible.