We Deliver Enthusiasm – That’s Our Daily Inspiration

You can see our commitment to excellence and customer satisfaction in our slogan. But it is also reflected in the wide range of services we offer, which are unmatched in scope, and it is evident in our work every day. Hermes Installation Service is more than just a delivery service for furniture, large appliances, and other heavy, bulky goods. Our 2-man teams are deployed daily to deliver joy to up to 25,000 households, not just products.

We are dedicated service providers through and through, and our top priority is to help our clients and all customers at all times by finding optimal solutions for their needs and desires. Each individual is responsible for different tasks and process steps within the organization. Only the sum of these tasks and the smooth interaction enable the optimal and inspiring result that we promise to our clients and deliver every day.

The employees of our delivery teams represent Hermes Installation Service and are an essential part of fulfilling our quality promise. Friendliness and professionalism are non-negotiable – they are essential. Through regular training, we ensure that our employees are not only knowledgeable in their field but also understand and implement the importance of these values in their daily work.

We value the careful and competent execution of our services – from standard to premium. The ongoing training of our teams is a key component in maintaining a consistently high level of service.

We take our clients’ trust seriously, and it motivates us to continuously improve our services. We strive to work reliably and efficiently while always providing a very high level of service. And of course, in the end, we aim to inspire both you as the client and all of your customers.

 

High Level of Quality: Excellent Ratings.

Customer satisfaction is at the center of our actions, which we ensure through continuous quality assurance. The Net Promoter Score (NPS) serves as our objective measure of satisfaction and the willingness of our customers to recommend us. It is this objective indicator that helps us fulfill and exceed the promise we make to our shippers and end customers day after day.

Quality Management
+72

Our Net Promoter Score – grade: excellent!

The Functioning of the Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a proven tool for measuring the loyalty and satisfaction of our customers. It is a simple yet powerful system that indicates how likely our customers are to recommend Hermes Einrichtungs Service (HES).

After we have provided our service, we ask our customers to rate us on a scale of 0 (very unlikely) to 10 (very likely) in response to the question: “How likely are you to recommend Hermes Installation Service to a friend or colleague?”

Based on their responses, our customers are classified into three groups:

Promoters: These enthusiastic customers give us a rating of 9 or 10. They are loyal advocates of our service and play a key role in our growth.

Passives: They are satisfied and give a rating of 7 or 8 but are less inclined to actively recommend us.

 

Detractors: Critical voices with a score of 0 to 6 indicate areas where we can improve.

To calculate the NPS, we subtract the percentage of detractors from the percentage of promoters. The passives are not included in this calculation. A positive value is good, and we always strive to approach 100 – a sign that every customer is delighted and would recommend us.

 

Rating Scale from -100 through 0 to +100

While a NPS of +100 is an ideal, in practice, it is an enormous challenge to achieve this score. Nevertheless, we strive to continuously improve our service to transform as many customers as possible into promoters.

According to the developers of the Net Promoter Score, Bain & Company, the following ratings apply:

  • 0-19 is considered good
  • 20-49 indicates very good customer loyalty
  • 50-79 represents excellent customer loyalty
  • +80 signifies an exceptionally high level of loyalty and enthusiasm.

Our goal is to consistently achieve a high NPS through outstanding service and continuous improvement, thus ensuring customer satisfaction.

Our score consistently ranges between 68 to 70 at an excellent level, but we remain ambitious in our efforts to further increase this value and enhance customer satisfaction.

 

Our Quality Management

Our quality management is comprehensive and exceeds the usual standards. It covers every step of the process, from the introduction into the hubs to the depots and all the way to the last mile – or even to the power outlet in the customers’ living spaces. With clear quality guidelines and extensive training measures, we ensure that every service segment meets our high expectations.

Committed to Tradition of Innovation

For over 50 years, we have been working to continuously improve our services – to deliver a high level of service that always exceeds customer expectations in the end. What impressed yesterday is expected today. And what is considered a special service today may be standard tomorrow. So we are constantly working on finding new innovations and reinventing ourselves.

Do you have any questions?

contact us