In 2020, Trane Technologies was named the most trusted HVAC brand for the seventh year in a row.
We are committed to working with our customers to lead the industry forward with innovative solutions. We measure their satisfaction through customer relationship surveys that measure loyalty and sentiment. These reviews provide deep insights that drive strategic growth programs and enable us to consistently exceed customer expectations.
In 2020, we developed dashboards to analyze the results of both the loyalty and sentiment surveys. This includes dashboards that measure critical KPIs, including our Net Promoter Score (NPS). Integrating NPS into these dashboards allows for new levels of strategic analysis and insight into our customers’ loyalty. Our team are also reviewing 8,000+ comments and grouping them into themes, which adds qualitative feedback to our analyses.
In addition, our global measurement process captures consistent customer feedback for each business on a quarterly basis. Business leaders review it and develop action plans to address items that require corrective action. We identify score targets for both channel and end customers as well as report year-over-year progress annually.
Over the years, the original heating and cooling systems at South Carolina’s Department of Transportation (SCDOT) headquarters had become less reliable and less efficient. As a result, both comfort issues and energy costs were increasing. Trane's upgrades improved comfort and air distribution, and enabled the SCDOT to deactivate its aging, underground connections to an expensive centralized utility. The building is now realizing a 19% reduction in kWh and an 85% reduction in therms. Guaranteed Energy Savings for the project are more than $250,000, with an operational cost savings guarantee of more than $80,000.