+372 661 8000 | info@stell.ee

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facility services company

Summary of customer experience research 2023

Clients recommend Stell

Every year Stell conducts a survey among its major clients. The goal is to measure customer satisfaction and study the experience of using our company’s services. When determining the survey sample and preparing the questionnaire, we rely on international methodology, one of the important metrics of which is the customer recommendation index, or the Customer Net Promoter Score (cNPS). This index shows us the share of loyal customers.

We are glad that, despite difficult times in the world and in the Estonian economy, we have maintained the trust of our customers. Compared to 2022, the customer recommendation index and average scores for all other questions increased.

Professionalism, continuity, and quality of services

Stell consistently focuses on enhancing the professionalism of its service managers and key employees. In 2023, the Stell training and competence centre was operating successfully – today it is a partner of the Unemployment Insurance Fund and the Estonian Property Maintenance Association. We know that satisfaction with service begins with competent managers and dedicated employees. We train our employees, as well as our clients and partners, to work together to prevent real estate-related problems. Last year, our training and competence centre conducted 80 different trainings, in which 566 Stell employees and 98 people from outside the organization took part.

We have taken a number of other steps to help clients better address real estate challenges. Stell’s order and scheduled maintenance management software, called Saago, was developed in 2022 and implemented in 2023. Its task is to raise the planning and monitoring of our services – and therefore their quality – to a new level.

In 2023, a project was also implemented where, in order to reduce the cost of maintaining the building after its completion, Stell experts provided recommendations already at the stage of the preliminary construction project.

We will continue to improve the competencies of our employees and develop the company in order to provide a consistently high level of service and help your business.

Have a successful end to the year and have a great 2024!

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