Roscoe Blog

Customer Satisfaction Survey Says Roscoe is World Class

Jim Buik - Friday, May 09, 2014

Customers have a voice at the Chicago uniform company; after all, we are a service company first and foremost. As an ISO 9001:2008 Certified uniform service provider, our customers’ voice is heard in many ways to include our annual Customer Satisfaction Survey conducted by Carl Hendrickson of Market Measurement.

Since 1992, Roscoe has measured customer satisfaction using Market Measurement to identify the overall satisfaction and specific industry topics like completeness of deliveries, cleanliness & quality, responsiveness, repairs and billing. The results of the survey initiate the uniform rental company’s annual strategic planning cycle that drives continuous improvement in every facet of our operation. According to Carl, no other laundry in the nation has utilized this approach to continuous improvement on a sustained basis like Roscoe has.

We are human and are faced with challenges to meet and then exceed customer expectations every day – but hands down, our satisfaction numbers continue to set the standard for our industry and greatly exceed satisfaction levels across all industries. Measuring Overall Customer Satisfaction, Likelihood of Service Agreement Renewal and the latest trend in satisfaction measures, the Net Promoter Score – the uniform rental company’s team members spend the day immersed in tables and charts that illustrate our strengths and our opportunities for improvement. The Net Promoter Score is particularly telling in that it adds the “raving fans” who rate us with a 9 or 10 and subtracts the “detractors” who rate us with a 1 through 6. Ratings of 7 or 8 don’t count either way as they are on the fence. The result predicts customer loyalty according to Fred Reichheld, author of The Ultimate Question.

Reichheld found the average Net Promoter Score among the companies he surveyed was 10 to 15 percent, so by definition, if your score is north of 15 percent, you’re above average, and you can expect your company to grow at a rate faster than the economy. A small handful of companies have achieved a Net Promoter Score of at least 50 percent, which Reichheld defines as “World Class”. Not surprisingly, companies with a World Class Net Promoter Score are the growth stories of the economy: Apple, Google and Harley-Davidson. I am pleased to say, Reichheld would also define the uniform rental company as “World Class”.

Learn more about the Net Promoter Score featured in Inc. Magazine, “One Question Can Predict the Future of Your Company”.

But Roscoe is never comfortable to rest on its laurels, so task forces have been formed to develop White Papers that will guide the development of Action Plans – systematic roadmaps to continuous improvement. It’s a busy time at the Chicago uniform company, but rest assured, under the direction of our customers, we will take pride in providing world class service at a great value.

Thanks to our loyal customer for your continued feedback and trust. Take Pride!

Contact us to learn more about Roscoe: The Chicago Work Uniform Company

Recent Posts


restroom hygiene products anti-static uniforms blood drive hazard analysis and critical control points (HACCP) UHF chips linen laundry bags microfiber scraper mats pathogen elimination nonylphenol ethoxylate (NPE) community service super bristle mats automatic paper towel dispensers automatic foam soap coat angels sludge filter executive uniform garments custom floor mats Earth Day flu prevention image apparel cleaning process activewear facilities management services testimonials toilet seat cleaners teamwork wet mops microbial contamination family picnic barcode ANSI midwest textile services association (MTSA) governor's sustainability award wipers feeding america food safety modernization act (FSMA) chicago tribune Angel Tree floor mat rental customer satisfaction survey wastewater treatment roll towels garden city business center flame resistant manufacturing branded merchandise local and independent succession planning hand sanitizer facility tour lawndale business renaissance association (LBRA) corporate apparel clean green certified laundry services high visibility toilet seat sanitizer image mats 95th anniversary invoicing family business leasing automatic hand sanitizers hygienically clean history food processing textile rental services association (TRSA) cintas keynelink restroom supplies unifirst illinois patriot education fund (IPEF) work uniforms shop towels g&k soil scanning RFID ISO 9001:2015 Independent Textile Rental Association (ITRA) arrow uniform air sanitizer clean show shortages continuous improvement executive management institute (EMI) ISO 9001:2008 blackhawks success story work uniform rental shop towel rule FreshSeat laundryESP Innovation award SHARP certification logo apparel customer communication OSHA case study sorting system fleece net promoter score 20-year-club dust mops logo mats restroom cleaning supplies restroom mats Sustainability anti-fatigue mats soaker mats kannegiesser outerwear A21 WalkForFreedom National Safety Month national fire protection association (NFPA)