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National University of Sciences and Technology

Pakistan Navy Engineering College

Customer Satisfaction Survey


Allied Rental Modaraba
June 2015 July 2016

Abdullah Saeed-uddin Khan


BE Industrial and manufacturing
July 2016

Supervisor
Ahsan Iqbal
Territory Manager South
Heavy Machines and Cranes Rental
2

Acknowledgments

This study was supervised by Ahsan Iqbal Sales Manager ARM.


I sincerely express my gratitude for his complete support and
guidance throughout the duration of this project. His insight and
advice greatly accelerated the research and helped bring it to
completion.

I would like to thank Allied Rental Modaraba as a whole for


providing this opportunity and such an amazing learning
experience during this internship. Everyone here was extremely
friendly, helpful and provided great mentorship where ever
necessary.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
3

Abstract

Customer satisfaction is a marketing term that measures how


products or services supplied by a company meet or surpass a
customers expectation. It provides marketers and business owners
with a metric that they can use to manage and improve their
businesses.

In a competitive marketplace where businesses compete for


customers; customer satisfaction is seen as a key differentiator.
Businesses who succeed in these cut-throat environments are the
ones that make customer satisfaction a key element of their business
strategy.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
4

Executive Summary

This research was conducted to understand the customer perception


of Allied Rental Modaraba. Feedback obtained from customers by
conducting a customer satisfaction survey provided insight into the
areas where ARM can improve itself.
This report contains analysis on the survey results and findings.
Customers overall provided positive feedback. Areas where positive
feedback was not received have been studied and highlighted.
Recommendations have been made where necessary.

All customer open ended feedback is appended at the end.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
5

Table of Contents

Acknowledgements... 2

Abstract....... 3

Executive Summary..... 4

Company Introduction... 6

Customer Satisfaction survey... 7

Survey Results....... 9

Survey Findings.. 19

Highlights... 20

Perceived Value... 21

Open Ended Feedback Summary....... 23

ARMS Organizational Flow.. 24

Industry Satisfaction Scores.... 25

Conclusion.. 27

Customer Feedback.. 28

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
6

ALLIED RENTAL MODARABA CATERPILLAR DEALERSHIP


Company information

Allied Rental Modaraba is a multipurpose and perpetual Modaraba formed under


the Modaraba Companies & Modaraba's (Floatation & Control) Ordinance,1980
and the rules formed there-under and is managed by allied engineering &
Management Company (Pvt) Ltd, a wholly owned subsidiary of Allied Engineering
& Services Ltd. Today, ARM is a market leader in providing rental services of
Gensets, logistics, earth moving machinery, etc

ARM is one of the fastest growing organizations in Pakistan, with operations


across the country the firm provides rental services to businesses that need
energy supply, logistics etc.

Allied Rental Modaraba (ARM) offers a wide variety of equipment to its


customers. The following list describes most of the products provided by ARM

1. Diesel and Gas Generators


2. Trucks
3. Forklifts
4. Telehandlers
5. Skid Steer Loaders
6. Crane Mounted Trucks
7. Lighting Towers
8. Compactors
9. Wheel Loaders
10.Cooling towers
11.Reach Trucks, etc

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
7

Customer Satisfaction Survey

Research Purpose
The objective of the Customer Satisfaction survey was to understand how well ARM is providing
services to its customers and what value our services hold in the competitive market.

The aim of the survey was to help us understand:

- What is important to our customers?


- How well we satisfy those needs?
- Where we need to focus our attention to increase customer satisfaction?

Research Methodology:

The survey was conducted over telephones and emails with 66 customers from
throughout the country, with whom ARM has completed contracts in the previous
year: from August 2015-Jul 2016.

Industries Covered:

1. Textile
2. Oil and Gas
3. Pharma
4. Manufacturing and Processing
5. Media
6. Telecommunication
7. Contractor etc

The sample included customers of all types and was large enough to provide statistically
reliable results. In this survey the customers were asked to indicate the importance of a
range of service criteria and then to score the performance of Allied Rental Modaraba
against a set standard. Customers were invited to provide comments as well on their
experience of being in business with ARM.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
8

-Value of survey

The study contributes to examining service quality of ARM using a survey


questionnaire and personal interviews. The results found are expected to help
management identify and tackle areas of improvement.

In this report, the findings of the survey questionnaire are discussed in detail and
how they can help in business growth and customer satisfaction.

The main objective of this survey was to obtain customer feedback on the service
quality provided by ARM and utilize it to improve our practices so customers
remain satisfied and also to identify areas that have weaknesses in terms of
fulfilling customers needs.

The customers were asked to answer the following questions:

- How would you rate the response by our sales staff to your inquiries?
- How would you rate our performance with respect to equipment delivery and
installation?
- How was the working condition of equipment at delivery time?
- How do you rank the reliability and performance of our equipment and services?
- How would you rate our response time in troubleshooting situations?
- How do you rate HS&E (Health, Safety and Environment) practices followed by
ARM's employees?
- Value delivered to you by Allied Rental Modaraba as compared to competitors
- Please rate the skills and expertise shown by ARM staff to handle on-site
problems?
- How would you rate the attitude of our operators present on site?
- How were our commercial terms priced vis-a-vis our Quality of Services?
- How do you rate our 24/7 customer support services?

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
9

Survey results

Inquiry Handling:
How would you rate the response by our sales staff to your inquiries?

Needs Improvement
Satisfactory
4%
9%

Good
87%

Good: 58
Satisfactory: 6
Needs Improvement: 3

Major issues in areas of dissatisfaction were:


a) inefficient product support procedure
b) Commitments by sales staff in terms of services and equipments were not delivered
upon.

Recommendation:
a) Revision of product support procedure so as to resolve customer issues as soon as
possible.
b) Ensuring the availability of services and equipment before finalizing the contract.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
10

Equipment Delivery and Installation

How would you rate our performance with respect to equipment delivery and
installation?

Needs
Improvement
11%

Satisfactory
7%

Good
82%

Good: 54
Satisfactory: 5
Needs Improvement: 7

Major issues in areas of dissatisfaction were:


a) Delay in delivery and installation
b) Faulty or improper equipment delivered

Recommendations:
a) Customer should be made aware of estimated delivery time beforehand
b) Delivery confirmation should not be made unless mobilization is confirmed
c) Complete equipment should be inspected before commissioning.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
11

Working Condition on Commissioning

How was the working condition of equipment at delivery time?

Needs Improvement
12%

Satisfactory
9%

Good
79%

Good: 52
Satisfactory: 6
Needs Improvement: 8

Major issues in areas of dissatisfaction were:


a) Delivered equipment failed to deliver expected performance
b) Technical faults

Recommendations:
a) Complete equipment inspection and test before deployment.
b) Ensuring all requirements for equipment installation and operation are met.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
12

Reliability and Performance

How do you rank the reliability and performance of our equipment and
services?
Needs
Improvement
14%

Satisfactory
Good
15%
71%

Good: 47
Satisfactory: 10
Needs Improvement: 9

14% dissatisfaction is contributed by a number of factors, customers had complains regarding


a) Response time
b) Inadequate operators management
c) High operator turnover
d) Improper Operator Performance
e) Delivery and installation delay
f) Dissatisfactory working conditions of equipment
g) Issues in invoicing

Customers are found to have high expectations from Allied Rental Modaraba. This shows that AR< has
built a well reputation as a market leader. Customers expect ARM to deliver standards with respect to
the reputation it has built.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
13

Troubleshooting Response

How would you rate our response time in troubleshooting situations?

Needs
Improvement
12%
Satisfactory
11%

Good
77%

Good: 51
Satisfactory: 7
Needs Improvement: 8

12% of the surveyed customers felt improvement can be made in terms of trouble shooting
response when faced with issues; which mainly included improvement in timely response from
operators

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
14

Health Safety & Environment Practices

How do you rate HS&E (Health, Safety and Environment) practices followed by
ARM's employees?
Needs Improvement
Satisfactory 8%
7%

Good
85%

Good: 56
Satisfactory: 5
Needs Improvement: 5

8% of surveyed customers reported negligence of operators in compliance to HSE conducts.

A number of customers specially requested that this matter be looked into as compliance to
HSE requirements is a major concern in some industries.

- The issues mainly included Lack of attention to proper PPE conduct by operators

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
15

Comparative Value

Value delivered to you by Allied Rental Modaraba as compared to competitors


Insignificant
The Same 6%
3%

Better
91%

Better: 60
The Same: 2
Insignificant: 4

Customers are aware of the reputation ARM has built for itself in the competitive market. Most
customers felt ARM has lived up to its reputation. The customers who were not satisfied were
mainly unhappy because of

a) Poor operators management


b) High transportation rates
c) Inefficient product support

Of the 6% dissatisfied customers, one had already changed to a competitor due to high
operator turnover and another was considering changing to a competitor due to better product
support and troubleshooting response.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
16

Staff Skills and Expertise


Please rate the skills and expertise shown by ARM staff to handle on-site problems?

Needs
Improvement
Satisfactory
6%
8%

Good
86%

Good: 57
Satisfactory: 5
Needs Improvement: 4

Staff Behavior on site:


How would you rate the attitude of our operators present on site?

Satisfactory Needs
11% Improvement
4%

Good
85%
..

Good: 56
Satisfactory: 7
Needs Improvement: 3

Main concerns faced with staff skills and behavior on site

a) Lazy responses by operators


b) Frequent excuses in reporting
c) Negligence of duties
d) Inadequate HSE conduct

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
17

Pricing

How were our commercial terms priced vis-a-vis our Quality of Services?

Needs Improvement
24%

The Same
2%
Better
74%

Better: 49
Same as others: 1
Needs Improvement: 16
Customers are aware of the increasing market and the competitive rates available. Most customers felt
the value provided by ARM was completely worth the commercial terms they were given. Others felt
that ARMS could improve its commercial packages considering the growing market.

- Customers were least satisfied with transportation charges

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
18

24/7 customer support

How do you rate our 24/7 customer support services?

Needs Improvement
Satisfactory 1%
11%

Good
88%

Good: 58
Satisfactory: 5
Needs Improvement: 3

99% of surveyed customers found ARM to be responsive at all times.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
19

Survey Findings
We are pleased to report that in nearly all areas of our performance, customer satisfaction was
found to be satisfactory. Customers continue to be increasingly happy with our products and
the helpfulness f our staff.
Exide Pakistan Ltd-Lahore,
Al-Syed Traders Karachi and
Eastern Spinning Mill Limited Lahore
gave the company an A1 rating

Customers found us both knowledgeable and helpful in areas where there is direct contact,
namely sales, operations and the safety department. The sales and inquiry handling
departments in particular received very positive comments even from customers that were less
satisfied. Comments such as the following consistently came up:

-A very cooperative staff

-You have good people

-Very well managed and organized

The least satisfaction score was obtained by the commercial value being offered by ARM. The
Survey results show that our customers are not able to understand to the most part, what they
are paying for.

24% commented not being satisfied with the commercial terms being offered by ARM

11% Were satisfied with the services being provided


but still found our rates to be high

13% Were not satisfied with the services being


provided and the rates being offered

Total=24%

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
20

The following bar graph summarizes the satisfaction of our customers in terms of services in
comparison to the commercial terms being offered. All areas except commercial terms met the
90% benchmark.

Reliability & Performance 89%

Comercial Terms 74%

Working condition 88%

Delivery & Installation 88%

Sales dept 91%

Analysis on customer feedback suggests that ARM should improve its approach in conveying its
commercial terms to customers to meet the high expectations which are associated with the
companys brand and also to allow customers better understanding of our services and
products.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
21

- Causes of Perceived Value gap

The perceived value of ARMs services and products was mostly met with positive
feedback by the surveyed customers. However, in todays competitive market, a
customer is faced with many options. ARM is aware of its competitor and the risk
they pose because of which it is necessary that customers are given nothing but
the best.

For the year 2015-2016

ARM held a potential improvement opportunity for 24% of the surveyed


customers

The 24% deficiency in perceived value could be improved by

Improvement in quality provided


Improvement in commitments made
Improvement in competitive prices
Reconsidering transportation service charges
Meeting high expectations of customers
Reducing knowledge gap between business and customer

In a competitive market where similar companies are providing the same services
and products at the lower rates, the customer can find it difficult to accept higher
rates. Even if a customer is convinced that the investment would be of value, he
can be left with an unsatisfied feeling if he has only a vague idea for what he is
paying for.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
22

-How to overcome perceived value gap-


Strategy 1: Use Price Structure to Clarify Your
Advantage
- Highlighting the advantages of certain innovations/services for
customers. This will give them a new way to compare offerings that
are perfectly aligned with the companys value proposition.

- Discover just how much demand would be generated at different


prices under different support conditions

- Telling customers that they will be charged according to the value


delivered

Strategy 2: Partition Prices to Highlight Overlooked


Benefits
- Price partitioningis to break a price into its component charges.
This highlights dimensions of differentiation that might otherwise go
unnoticed.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
23

Summary of open ended feedback from customers


The following is the summary of open ended feedback from customers

Summary No. of customer Comments

32 customers had no complaints


and gave comments as:
worth it
5 stars
32 A-1
will rent again
3-month extension
No complains or issues already improved

Time response 9 Lengthy Procedure


Maintenance 3 Lack of maintenance
Needed replacement due to
Replacement 3 unfit working condition

One changed to a competitor


because of high operator
Operator 6 turnover

Gen Operation 7 Frequent shutdowns


Rates 2 High transportation charges
H&S 3 Noncompliance to PPE
Delivery of equipment 3 Late delivery
Customers that did not want talk 2 Extreme unhappy customers
Improper Equipment 10 Technical faults
Invoice and billing 3 Issues in receiving invoices

Total complains 51

Peak complains

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
24

ARM organization flow


Highlighted areas represent where peak dissatisfaction was reported

Sale

Mobilization

Delivery and Onsite


Equipment call
installation Operators
back

Product
support /
After Sales Services
Complaint
handling

Operation &
Maintenance
Invoicing/
procurement of
funds

Peak complaints
Customer dissatisfaction

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
Business Engineering
O&G Food Construction Firms Pharma Energy Services Manufacturing Textile Other

100 100 100 98 100 80 100 96 90 78


Inquiry Handling

Delivery & 67 100 100 91 100 80 100 91 87 100


Installation

Allied Rental Modaraba


Working Condition 100 100 100 98 100 73 90.4 87 77 100
on commissioning

Reliability & 100 67 100 91 89 80 95 87 80 67


Performance

Troubleshoot 100 67 100 93 100 80 90.4 87 93 67


Response
highlighted

100 67 100 91 89 100 100 89 93 100


HS&E Practices

Managed by: Allied Engineering Management Company (Pvt.) Ltd


67 100 100 100 100 87 100 96 100 78
Comparative Value

Staff skills & 100 100 100 96 100 93 100 87 93 100


Expertise

83 100 100 98 100 93 100 87 97 78


Operator Attitude

24/7 Customer 100 83 100 96 100 93 95 96 97 100


Assistance
-Industry wise satisfaction scores All Scores below 80% are

Satisfaction Scores 92 88 100 95 98 86 97.1 90 91 87


25

Other (Printing, Media, Telecommunication)


26

Energy:
Companies providing energy solution and businesses similar to Allied Rental Modaraba gave
ARM a comparatively harsher judgment as they are more aware of the market needs and
services as compared to other industries

Food:

Food Industries where uninterrupted power supply is crucial were not satisfied
with frequent generator breakdowns and the troubleshooting response time.

Other

Other industries which included Printing, Telecommunication and Media found


that ARM could improve its services in terms of reliability and performance.

Business firms

Business firms included companies


and clients such as
Pharmaceutical companies are
one of the most satisfied - State Bank of Pakistan
- Millward Brown
customers of ARM and gave the
- Shan Marketing services
most appreciative feedback - Bahria Town Lahore
- QBX NET PVT LIM
- HR Brothers etc

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
27

Conclusion:
Allied Rental Modaraba is the market leader in rental services. The survey
conducted has shown that ARM has retained its reputation and customers are
satisfied with the value being offered. Customers have provided feedback
pertaining to where ARM can focus on improving.

After a thorough analysis, the results tell us to focus on

- Reliability in delivery and installation


- Improving management of operators
- Providing timely response
- Ensuring routine maintenance of equipment
- Ensuring procedures are being performed timely and properly
- Use of effective strategies to ensure customer satisfaction in terms of both
pricing and services

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
28

Customer Comments and Feedback

Recommendations and complains Satisfaction Company Name Location


Score
All services are good. 94% Saif Energy Limited Islamabad
All site operators have good attitude and
seem well trained like experts
Working condition was good at
installation.

There was an issue of cable prices 94% Gold Paper and Board Lahore
Other than that everything is good Mills

I am Extremely unsatisfied
even though the support from arm is
good but the problem has not been
solved since a month
The generator was causing problems
since day 1, the consumption is too much
and there are frequent power trips

"I was told the consumption was 290 but in 64% Rawal textile Mill Lahore
actual it is 315. It has cost me a lot"

" The load was said to be 1100 but it trips at


1020 "

Technical teams should diagnose and test


run the generator for all issues before
installation rather than letting the
customer face issues. "

All people were good, from sales and 100% Akbari Plastic Lahore
operation. Industries
Well managed.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
29

There used to be late response for 100% Power Construction Lahore


machine breakdown help with others Corporation China
contractors, but this issue has been Limited
resolved with allied.

I am very happy with the services


provided, Mr Imram from your side has
always been very cooperative 100% Rehan Muneeb Islamabad
There was always someone available to Associates
help when needed. Any issues faced were
met timely.

The service has been good specially on 100% Eastern spinning Mill Lahore
Eid. Limited

"Everything is A1"

Team is good, able to handle issues that 97% Pakistan Rubber Rolls Lahore
come up. and Engineering
Works

The team was excellent in everything. 100% Masco Energy Services Karachi
The team provided its services on time
with proper safety procedures.

Very satisfied.

No issues or complaints. 100% ZR Green Lahore


Technologies Pvt Lim

There was no issue 100% Systematic Karachi


Everything was quite good actually. Engineering Services

I rented a generator for an event. It was 100% Eventement Karachi


all well managed and the team gave a
very timely response.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
30

There are some jobs that do not require a 94% IMI Omar (Pvt) Ltd Lahore
lot of time as compared to other lump
sum jobs. Try to consider charging per
hour instead of charging lump sum for
the whole job.

Your services are quite better than other


but the rates are also higher

There are no issues, you have provided 94% Dost Steel Limited Lahore
very active operators, they are
performing their duties well.

Our deal was for 100 operating hours a


month, sometimes it goes upto 102-103
hours and we are charged for the extra
hours. Please consider a 5 hour over limit
tolerance as this happens rarely, usually it
is around 60-70 hours / month for which
we are not given any discounts.

You are providing good services. 100% Saya Weaving Mills Karachi
(Pvt) Ltd.

There should be improvement, 82% Electro Power systems Islamabad


equipment needs improvement.

The load bank did not meet the expected


load as ordered.
It took 2 days for the generators to 67% KARAM Ceramics Karachi
become operational.
The technical team is lazy and makes
many excuses for time delay in resolving
issues.

All is well 100% Liaqat Cotton Lahore

I am completely satisfied. 100% Barcelos Pakistan Lahore


The people from ARM are very (PVT) Limited
cooperative.
As compared to your competitors you are
a little expensive but its completely
worth it

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
31

No complaints regarding services, the 94% International Textile Karachi


condition of equipment was also good. Private limited
Have been renting for quite a while now.

In terms of competitors the price is a little


higher.
There was an issue with a generator one 94% Mekotex Pvt Ltd Lahore
time but it was replaced within 24 hours.

If I could rate my experience out of 5


stars, I would give you 5 stars

We have received little assistance 64% Applied enginerring Islamabad


regarding issues when faced. technologists
We have four machines. Two motor
graders. Facing some issues with them
but getting by.
We have not dealt with any competitors. 97% QBX NET PVT Ltd Lahore

There was a problem with billing, there


was an issue with tax, the finance dept.
said they will call and discuss the issue
which they did not and the bill was sent
as it is.
The employees of ARM were very 97% HR Brothers Karachi
cooperative.
There was a one-day delay in generator
delivery.
Services are already so much improved.
There was a 1-2-day delay in equipment 82% Khaadi (SMC - Private) Karachi
delivery. Limited
The equipment on delivery was in good
working condition but has had frequent
issues while operating.
There is always a delay in receiving
support from ARM's team when faced
with issues, something should be done
about this
The rent is higher compared to
competitors

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
32

There was a delay in equipment delivery. 64% Sutlaj Feed Mills Lahore

The working condition at time of delivery


was not 100%. There was some electrical
issue.
Deliveries should be made timely for
customers.
The team is cooperative. 97% Master Autos Karachi

No such issues have occurred.

Will be in business with allied

100% Mahmood Feed (Pvt) Karachi


Very efficient and cooperative team. Ltd
Excellent services.
better than competitors.

Overall services are good but market 88% National Management Lahore
rates are comparatively higher than college
competitors.
Ordered a 265 generator but they
delivered a 365 and it took a few days to
replace it.
The sales staff was cooperative.

Sometimes there are small issues from 91% OMS Private Limited Lahore
both sides, such as late invoices or other
routine problems but they are met and
resolved effectively and there is no
problem of any kind.
There have been no complaints from the
work site regarding the equipment and
operators.

One of the telehandlers we rented is out


of service since 15-20 days.

There were a few small issues which were 100% Noor Engineering Karachi
resolved quickly Services

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
33

If you could provide packages for 94% Neutro Pharma Lahore


customers for example a package for 6 Private Limited
months, a package for 5 days or a month.

The people of ARM are quite positive and


cooperative.

The delivery was in time and no issue in


working condition.

The cleaning and maintenance of the


generator should be looked into more.

ARM has a very friendly sales staff. 79% MDS FOODS PVT LTD Lahore

Services staff needs improvement, there


is always a delay in response of more
than an hour when faced with generator
breakdown.
We deal in foods and we cannot afford a
breakdown of 1+ hours.
Everything was good, our demands were 100% Model Paper and Lahore
met. Board Mills

We faced issues with the generator a 88% ARY Digital Network Karachi
couple of times. Karachi
The response to resolve the issue took
time. I have complained about it before
as well.
The operator would go off to sleep.
A very cooperative team 100% Dawood Engineering Karachi
On time delivery and on time pick up
no complaints regarding service.
The team has good performance, any 100% Krystallide Products Karachi
shortcomings in delays were met by the Pvt Ltd
efficient and hardworking response team.
We rented for 1 month but we ended up
extending it to 3 months, we are satisfied
Communication was open at all times
from ARM's team.
Everything is working totally fine. 100% Crystolite Islamabad
Timely service is being provided. Pharmaceuticals

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
34

I have had the worst experience with 45% Al Imran flour Mills Islamabad
ARM,
ARM did not deliver what they
committed to.
They gave me faulty equipment and then
also charged me the transportation fee
for the replacement equipment.
No action has been taken on my
complaint, a company with a big name
such as yourself should fulfil the
commitments it makes
We have had a long time experience with 70% RehmPak Pvt Ltd Karachi
ARM, the response when faces with
issues related to product support takes a
long time.
There is a long procedure that is followed
to get the issue reported and to have a
team come check. This contributes to a
lot of downtime and has been an issue for
us for a long while.
This issue does not exist with your
competitors and because of this we have
started to consider others.
The operators were frequently changing 85% Pakistan state Oil Karachi
because of which we purchased a company
generator from another supplier.
Everything was fine, Allied lived up to its 100% S.A. CNG Station Karachi
reputation.
We faced no such issues. 100% M.M Rice Mills (Pvt). Karachi
Ltd
There are no complaints. 100% Millward Brown Karachi

Extraordinary services, will rate ARM A- 94% Exide Pakistan Ltd, Karachi
grade.
Services in terms of commercial value are
very expensive.
The transportation charges in particular
are very costly, almost 100% of what a
contractor would offer.
Strongly recommend to reconsider
transportation charges.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
35

ARM gave a timely response. There was 94% Younus Textile Mills Karachi
no issue in installation, everything went
smoothly.
There is an issue of Health and safety
compliance. The operators do not wear
PPE's and go into the worksite without
protection. I have complained about this
before as well. Our compliance dept.
takes H&S seriously. Please look into this.
Overall I will give a rating of 70/100 only.
30 deducted solely because of the H&S
issue.
Operators Management should be made 94% Barcelos Pakistan Karachi
better. (PVT) Limited
Appearance wise, their uniforms should
be proper and they should wear PPE's on
construction site.
A-1 services, no need to improve. 94% Al Syed Traders Karachi
Prices are a little high comparative to the
market.
There were breakdowns one or two times 97% State Bank of Pakistan Islamabad
but the issues were met timely by the
response team.
We may need generators in urgency for 100% PTCL City Exchange Karachi
Hyderabad, if you can provide dealership
for Hyderabad that would be good.
Services are well. Your rates are higher 94% Shan Marketing Islamabad
than competitors. Services
Not happy with your commercial terms, I 94% Maqbool - Calsons JV Lahore
have to pay overtime.

We are happy with our past experience 94% Fast Tech Engineering Islamabad
and are looking to rent again. Services
There was one issue with the battery of
the generator. It was not working, we had
to go buy another Firms.
Everything was ok. We rented for a few 100% Vision Foods Lahore
days a few months back. No such issue. Industries

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
36

I have had a very well experience. I have 100% Al-Mustakbil Medical Lahore
rented a generator twice. Lab

You have a very qualified staff. A very


well managed system.
The generator I received was not working, 88% Rajby Industries Karachi
it had some issues with some parts.
It took a 10 days delay for ARMs to give
me an operational generator because of
which my entire schedule was ruined.

ARM should check the equipment before


sending it out to the customer.
There were a lot of miscommitments 55% Jaffer BrBusiness Karachi
from your end. Firmss Pvt. Ltd
The Equipment specifications I required
were not delivered, a different set was
given instead.
Then another commitment regarding an
equipment was made to me even though
it was not available at your end.
My recommendation is to not commit if
you cannot deliver what is required

We have your generators at our 94% Venus Pakistan (Pvt) Karachi


Karachi/Lahore and Islamabad Sites. Ltd

I have a complaint against your invoicing


procedure.The invoices are always late
and at times we have to remind your
people to send them. This is extremely
inconvenient.

Often on the invoices received there are


errors in details and model specifications
for the code

for example the code was supposed to be


36X5 but on the invoice received it was
36X$. Please take care of these small
issues Business otherwise your services
are all fine.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd
37

No issues, everything is fine 100% Oberthur Karachi


Technologies Khi
I have registered all my complaints 76% Artistic Karachi
already, been in contact with ARM
employees (Tauqeer and Anwer ) who
already are handling it, Refer to them.
They should be able tell you quite well all
the issues associated with my equipment.
There are issues with the running of the 58% Serioplast Karachi
generator, it has frequent shutdowns

We wish to have the operators replaced,


there is negligence of duties, they do not
follow H&S procedures

There is lack of maintenance of the


generator, this caused the temperature
to spike which causes shutdown, This
causes problems for us. This is our 2nd
generator, the first one was replaced
because of the same issue.
We request that timely response be given
when faced with issues such as these and
that the maintenance be done properly
and regularly.

The only recommendation I can say is " 100% Bahria Town Lahore Lahore
Just keep it up ".

No complaints right now, if any will let 100% Power Cement Karachi
you know. Nooriabad

Rates are high, if you can make them 91% Econo Power Services Karachi
better that would be great.

MashAllah everything has been very 100% ISLAND TEXTILE MILLS Karachi
good. LIMITED
I am 100% satisfied

Overall Satisfactory 70% Ontex Pakistan Pvt. Karachi


Ltd.

Allied Rental Modaraba


Managed by: Allied Engineering Management Company (Pvt.) Ltd