Roscoe Blog

Roscoe's 25th Annual Customer Service Results

Mark Stedman - Friday, June 16, 2017

Roscoe's 25th Annual Customer Service Results Announced

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.

Contact Roscoe to learn more about work uniform rentals

Recent Posts


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