Since 1992, we’ve conducted an annual customer satisfaction survey to measure the overall satisfaction of our rental service for work uniforms, floor mats, mops, shop towels, linens, and more, and to understand where we stand on our critical success factors:
- Completeness of deliveries
- Cleanliness and quality
- Responsiveness
- Repairs
- Merchandise replacement
- Billing
The results of our survey are incorporated directly into our strategic planning process. Goals are identified to resolve the most important gaps and to ensure continuous improvements across our business. Below are some highlights of our latest customer satisfaction survey.
25 Years of Customer Satisfaction Research
Market Measurement conducts our annual survey. They’ve managed research studies for 450+ organizations during the past 40 years and have worked with Roscoe for the past 25 years.
According to Market Measurement President, Carl Hendrickson, “Organizations making this level of long term commitment to monitoring customer satisfaction are extremely rare.”
Translating Survey Results into Action
Hendrickson had the following to say about what we do with results from these surveys: “It is not uncommon for organizations to conduct customer satisfaction studies. Unfortunately, it is far less common for organizations to effectively translate this information into action plans. We have been consistently impressed with Roscoe’s commitment to translating customer feedback into meaningful action plans to address their primary opportunities for improvement. This includes internal presentations, creating task forces and, most importantly, outlining specific activities to be implemented and creating deadlines that ensure timely implementation.”
All-time High Customer Satisfaction Ratings
Our annual survey includes ratings on ten evaluation criteria known to have the greatest impact upon customer satisfaction. As a reflection of the commitment of the Roscoe team for translating this type of information into meaningful action plans, ratings for eight of the ten evaluation criteria this year are at all-time highs.
This includes Roscoe’s performing “above expectations” for the following:
- Completeness of delivery
- Ease and quality of communication
- Responsiveness when you have a problem or concern
Net Promoter Score
Considered by many to be the ultimate customer satisfaction measure, Roscoe has also reached all-time highs with our net promoter score. Our score puts us in the same ballpark as other industry leaders like Southwest Airlines.
How does your work uniform or other vendors compare? When you think about renting work uniforms, mats, mops, or linens, consider us to make your headaches disappear.
