Annual Report and Accounts 2012 - Speedy Hire plc

Majors
By 2013 the top 100 construction
companies will represent
approximately 50% of the
market and are projected
to grow faster than
the market.
Outside top 100
50%
Contracts
Speedy has 18 agreements in place with
the top 25 construction companies in the
UK, reflecting the success of focusing
on the majors.
In FY2012 Speedy was successful in
renewing and extending contracts
with two of its major customers:
> > Morgan Sindall: A five-year contract
renewal as a strategic supplier across
all Speedy product categories; and
> > Carillion: A three-year contract
extension as a strategic supplier
across all Speedy product categories.
Top 20
32%
Forecast 2013
£79bn
Top 21-100
18%
A successful approach
Net promoter scores
(NPS) and likelihood to
recommend
Between January 2012 and March 2012
Speedy commissioned in-depth telephone
interviews with 300 existing customers
from a cross-section of its customer base.
These interviews researched a number of
different factors, including the customers’
overall experience when dealing with
Speedy, their satisfaction levels and their
comparison of Speedy to other equipment
hire companies.
The following graphics outline how Speedy
has progressed in developing strong
relationships with its customer base.
8/10
overall satisfaction
score with Speedy
Forecast growth of top 100
construction firms £bn
NPS is worked out by subtracting the detractor % score from the promoter % score.
NPS is an internal benchmark to measure future improvements. The average NPS for a business-to-business company is +24.
80
70
60
58
50
40
8/10
likelihood to
recommend Speedy
Speedy net promoter score 29.5%*
50
40
30
20
10
0
18.5%
33.5%
48.0%
Detractors Passive Promoters
Competitors’ net promoter score 11%*
50
40
30
20
63
2010 2011 2012 2013
Source: Experian CN Top 100
10
0
22.9%
70
43.2%
79
Business review 11
33.9%
Detractors Passive Promoters
*Scores correct as at the end of March 2012.
Speedy Hire Plc Annual Report and Accounts 2012
Business review