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


Tags

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

Archive