Our Customer-First Culture

Pickles has grown from a privately-owned business established as a stock and station agent in 1964, to Australia’s largest auction and valuation business.

We’re a large, diverse team with diverse experiences, and with a unified vision for the future. As we’ve grown, we’ve retained our customer-first culture. Our core values of integrity, innovation, teamwork and excellence drive everything we do. This clarity of culture and vision inspires and empowers us to look for ways to best serve the changing nature of marketplaces and the needs of our customers across all areas of our business, including vendors, buyers and suppliers.

To ensure the customer experience we deliver is in line with our core values, we seek constant feedback with our Cx (Customer Experience Program), measuring and improving our buyer experience on an ongoing basis. Cx is integrated in our culture at Pickles, as a determining force in everything we do to create successful marketplaces and drive future innovation."promoters".

Every staff member at Pickles is committed to embedding our formalised Customer Experience Program within our company and empowered to deliver superior customer service. To measure our efficacy, we use the Net Promoter Score (NPS) methodology and world class technology to measure and benchmark our NPS on an ongoing basis. NPS is calculated based on responses to a single question: "How likely is it that you would recommend our company/product/service to a friend or colleague?" The scoring for this answer is most often based on a 0 to 10 scale: ratings from 0-6 are labelled "detractors", 7-8 are "passives" and 9-10 are "promoters". Scores can range from -100, where everyone is a detractor, to +100, where everyone is a promoter. Scores above 0 are good, and scores above +50 are excellent. NPS metrics set the bar for success higher than binary measures of customer satisfaction, measuring how many customers found their experience with Pickles of high enough calibre to actively recommend us to others - it takes a very high rating, 9 or 10, to consider customers "promoters".