At Trane Technologies, we focus every aspect of our business on helping our customers achieve their goals and lead sustainable lives. We know our customers want to and can make an impact on the planet. As one of our customers said, "one person can change a neighborhood, and a neighborhood can change the world." We lead on sustainability for our customers to partner with them to build a sustainable world for future generations.
Our innovations in electrification, energy efficiency, and the use of low-global warming potential refrigerants in our products help customers reduce the indirect emissions from their buildings, homes, and refrigerated transport without sacrificing safety or operating performance. To ensure our Residential HVAC equipment is the most reliable and sustainable in the industry, Trane products are put through 16 weeks of bone-chilling cold and blistering heat in repeating two-week sessions at the Systems Extreme Environmental Test lab in Tyler, Texas. By putting our heating and cooling units through five years worth of wear and tear in the matter of a few months, we reinforce our philosophy of making products our customers can rely on for years and years. Read more about our products.
We are so dedicated to supporting our customers in their decarbonization goals that we have committed to our Gigaton Challenge – to eliminate one billion metric tons of carbon emissions from our customers’ footprint by 2030. This commitment is ambitious. It is the largest climate commitment related to customer product use of any B2B company – and essential to combatting climate change.
Jesse M. sees his home as a system that creates a sustainable environment for his family and community. He has remained a champion for sustainability for more than 40 years and a Trane customer for over 12. He looked for the best value when replacing his failing HVAC unit. After extensive research, he selected Air Control, a Trane Company Specialist Dealer who recommended the Trane XL18i 18 SEER Heat Pump. In 2021 alone, he avoided almost 10 metric tons of CO2 with the combination of his insulated building envelope, solar panels, and HVAC system. The system provides unmatched efficiency gains, which fit his sustainability plan and exceeded his cost savings goals. He views sustainability as the first step to protecting future generations and opts to support companies, like Trane, who lead by example.
“We’re not going to get to a more sustainable world through legislation alone, but through people waking up and seeing what we’re doing to our planet. People working together, hand in hand, with companies like Trane Technologies are going to do more for the planet than anything else.”
The well-being of our customers and the planet is at the center of everything we do, so we strive for customer satisfaction with the performance of our products as well as their impact on the earth.
Trane Residential and Thermo King products are distributed by certified dealers who build meaningful relationships with our end customers and help them find the right products to meet their unique needs. Dealers participate in extensive training to fully understand our brand and must maintain a high customer satisfaction rating to sell our products. Many of our dealers have been selling our products for over 25 years.
We always strive to exceed customer expectations, so we listen to our customers and use their input to drive our strategic growth programs. We measure satisfaction through customer relationship surveys that provide insight into our customers’ sentiment and loyalty. Surveys are analyzed using a dashboard that measures critical key performance indicators (KPIs), including our custom Net Promoter Score (NPS). Our team reviews over 8,000 comments left by residential product customers on our website by grouping them into themes, providing additional qualitative feedback for our analysis.
We also capture channel and end-customer feedback for each business quarterly, through a global measurement process. Feedback is reviewed by business leaders who develop action plans to address items that require corrective action to meet stated NPS targets. Progress toward complete customer satisfaction is reported annually.