At Pac-Van, relationship development is at the heart of everything that we do, which is why our number one goal is to provide excellent customer service. When you work with us, you won’t be working with someone who is in a call center thousands of miles away from you. Instead, you will be working with a local sales representative that will be there to help you every step of the way.
Our dedicated sales representatives are here to answer all your questions about which products will be the best solution to your unique wants and needs. We’ll walk through inventory availability, pricing and payment, the delivery and pick-up process, etc.
Our best-in-class sales team is what sets Pac-Van apart from others in the industry- but don’t just take our word for it. We’ve set out to ensure that our customers’ voices are being heard so that we know how to better serve them.
To properly gauge customer satisfaction, we employ two different types of surveys, including both a Net Promoter Score survey and a 3rd party survey software, Trustpilot.
To date, thousands of customers have shared their happy experiences with Pac-Van.
We are proud to share that we have consistently maintained over an 80% Net Promoter Score and a 4.7 out of 5 star review on Trustpilot.
How Our Customer Satisfaction Surveys Work
Net Promoter Score: Customers are asked how likely they are to recommend Pac-Van to a friend or coworker, using a scale of 1 to 10.
The responses are then broken down into three different categories.
Promoters: Scores of 9 and 10
Passive: Scores of 7 and 8
Detractors: Scores of 0-6
The Net Promoter Score is determined by the percent of promoters (those who scored 9 or 10) minus the percent of detractors (those who scored 0-6)
Scores can range anywhere from -100% to 100%. Pac-Van has consistently maintained an 80% or above Net Promoter Score since we started using this review system in 2015.
Examples of Pac-Van NPS Comments
Trustpilot: Trustpilot is an industry-leading global review platform that helps businesses gather reviews to better serve their customers. Reviews are based on a 1 to 5 star system and allow comments to accompany the reviews for further clarification of experience.
Pac-Van currently has a 4.7 star review (out of a 5 star total) based on 1770 reviews.
Examples of Pac-Van Trustpilot Comments