Customer Satisfaction

We work collaboratively with our customers and partners to lead the industry forward with innovative climate solutions. Measuring customer satisfaction provides insights that drive our innovation and enables us to continue delivering market-leading brands and exceed customer expectation.

We measure customer satisfaction through customer relationship management (CRM) systems to drive common processes, connect deep insights about customers and competitors, and drive strategic growth programs. Our Customer Support Index (CSI) measures specific attributes of the full customer experience from sales to service and support. 

This consistent, global measurement process captures customer feedback and CSI scores for each business. The data is updated and reviewed quarterly with business leadership and used to develop action plans to address items that require corrective action. We identify CSI score targets for both channel and end customers and report year-over-year progress annually. While we do not report our CSI scores publicly, we continuously exceed our planned targets. 

Read more about our approach to technology and innovation and product safety and reliability

Bold Commitments. Tangible Progress.

Teaming Up with the Carolina Panthers

The home of the Panthers came to us with a cooling challenge the size of a 75,000-seat football stadium — one that’s warmed by the southern sun. On hot Carolina days, the chillers in place couldn’t maintain a constant temperature. Bank of America Stadium would bring in a 500-ton rental chiller for supplemental cooling just to get through. Trane experts did a thorough analysis and created a solution that would ensure air-conditioned comfort and substantial energy savings for decades to come. No additional electrical modifications required.

We installed three new 1000-ton Trane CenTraVac chillers that accommodate the same footprint while reducing the stadium’s energy use by about 1.7 million kilowatt-hours per year. That’s equivalent to taking 271 cars off the road or powering 190 homes each year. With the new chillers in place and running, the stadium expects to annually save $80,000 in reduced energy costs. To celebrate the positive impact, Trane honored the Panthers with the Energy Efficiency Leader award.