Our people look after our customers to help them through stressful life changes such as moving home.
Our Unwavering
Customer Focus
We put the customer at the heart
of our business
We’re about much more than just storage. We’re about people and their possessions. Whether it’s a house move, setting up a business or a DIY project, we understand these are all key life moments where it can get a bit stressful. At Big Yellow, our people help to take the stress away. We work hard to understand our customers’ requirements and give the best service possible, whether it’s face-to-face, over the phone or through our user-friendly online support. Our customer support centre is also on hand seven days a week to provide an additional layer of help if people need it.
Providing the best possible customer service is at the heart of our business; at the end of the day, we exist to make people’s lives easier. We measure customer service standards through a programme of mystery shopping and customer feedback surveys which are externally managed. Over the year, we have achieved an average net promoter score of 80 which compares favourably to other consumer businesses.
We’re so confident in our service that our customer reviews are published on our website, showing an extremely high level of satisfaction. We also invite customers to submit reviews to a third party review site TrustPilot, currently averaging 9.5 out of 10.
