Beyond the Score: What’s Driving Our +92 NPS Score

Our recent Net Promoter Score of +92 is something we’re incredibly proud of, but for us, the real value lies in understanding what sits behind it.

Looking more closely at the feedback, a clear pattern emerges. The areas where customers rate us most highly – and where we’re furthest ahead of the competition – are the ones that matter most in day-to-day operations:

• Mobile engineer support

• Use of technology

• Paper and card

• Responsiveness

• Support team quality

• Team expertise

These aren’t headline features. They’re the fundamentals that keep services running smoothly, and the areas where strong partnerships are built.

As one customer put it: “Endurance tick every box. We treat our customers personally and I feel Endurance treats us the same way.”

For councils, the challenge now shifts to delivery. Systems, infrastructure and fleets will need to adapt to support increased volumes and more consistent collection requirements.

For Neil Jeremiah, Managing Director, the results reflect a long-standing approach: “What this shows is that service isn’t something that sits alongside what we do, it is what we do. Our model has always been about taking responsibility, supporting customers day to day and making sure services run as they should.”

It’s also a reflection of the business model that we’ve delivered since day one; where maintenance, support and accountability are built in, not added on. We’re proud of the result. More importantly, we’re proud of the team behind it, and the relationships that make it possible.

A big thank you to all of our customers for their continued trust and feedback.

See how Endurance helps councils deliver reliable services with our specialist vehicle services.

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