Roscoe Blog

Roscoe Customer Satisfaction Results at All-Time High

Mark Stedman - Monday, August 20, 2018

roscoe customer satisfaction results at all-time highr

At Roscoe, nothing makes us happier than hearing that our customers think we are doing a good job. But it's not something we take for granted. It's something we measure.

Because as nice as it is to hear about all the things we're doing right, you can't achieve continual improvement unless you know what you could be doing better.

That's the reason that year after year for the past 26 years, we've hired the professionals at Market Measurement Inc. to interview our customers to gauge satisfaction and identify potential opportunities for improvement.

And this year, we are proud to report that we made their job harder than ever: The majority of Roscoe customers surveyed could not think of a single area where we could improve.

"Even under heavy probing by our executive interviewers – the large majority of Roscoe's customers were unable to come up with any way to improve," said Market Measurement President Carl Hendrickson. "I don't know that I've ever seen that before and I've been doing this for 40 years."

Here's the Part Where We Brag, But Only a Little

The survey uses 10 evaluation criteria shown to be the "key drivers of satisfaction" in the work uniform industry. They include things like completeness of delivery, garment cleanliness, responsiveness, repairs, merchandise replacement and billing. In every category, Hendrickson said, Roscoe beat the industry average and – perhaps more impressively – managed to improve on its own performance.

"All of these ratings are higher than industry averages," Hendrickson said. "This is really impressive in such a detail oriented business."

Highlights include:

  • Net Promoter Score, a measure of "likelihood of recommending Roscoe": at the highest level ever recorded by Roscoe and measurably above the industry average
  • Percent "very favorable" toward Roscoe: highest ratings recorded in recent history and well above the industry average
  • Percent "very likely to renew": all-time high level for Roscoe and above the industry average

Other ratings at, or near, all-time high levels:

  • Roscoe employees TAKE PRIDE in their work: nearly 100% of all customers surveyed agreed
  • Has the highest quality of service personnel
  • Is highly responsive to your needs
  • Offers the highest product quality
  • Offers the highest value for the cost.

"They are going to have a hard time improving on these ratings," Hendrickson said.

Here's the Part Where We Accept the Challenge

We are enormously grateful to the many clients who participated in this effort and to the amazing Roscoe team that makes results like this possible. But the most important part of this exercise is where we dig into the results for the feedback we can put into action. Over the next several months, we'll be creating task forces, drafting improvement plans and setting deadlines for implementing measures to improve our performance wherever we can.

At Roscoe, we always strive to continually improve and raise the bar for ourselves, our customers and our industry.

Call us to find out how our work uniform program and workplace supply service can contribute to a culture of improvement at your business.

Contact us to learn more about our work uniform rental services

Recent Posts


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