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


Tags

wastewater treatment coat angels 98th anniversary soaker mats hygienically clean work uniform rental FreshSeat manufacturing outerwear linen laundry bags automatic hand sanitizers 95th anniversary anti-static uniforms food processing leasing high visibility community service clean green certified scraper mats pathogen elimination floor mat rental arrow uniform OSHA sludge filter success story family picnic image apparel custom floor mats anti-fatigue mats automatic foam soap restroom hygiene products family business customer satisfaction survey restroom supplies unifirst invoicing flu prevention Earth Day shop towel rule toilet seat cleaners activewear image mats succession planning corporate apparel nonylphenol ethoxylate (NPE) local and independent g&k logo mats hand sanitizer hazard analysis and critical control points (HACCP) work uniforms Independent Textile Rental Association (ITRA) automatic paper towel dispensers laundry services customer communication ISO 9001:2015 facilities management services chicago tribune blackhawks A21 WalkForFreedom wet mops microbial contamination ANSI SHARP certification textile rental services association (TRSA) restroom cleaning supplies governor's sustainability award clean show net promoter score Sustainability blood drive cleaning process flame resistant branded merchandise national fire protection association (NFPA) National Safety Month food safety modernization act (FSMA) garden city business center air sanitizer feeding america barcode soil scanning lawndale business renaissance association (LBRA) testimonials Angel Tree continuous improvement restroom mats keynelink history shortages teamwork fleece roll towels super bristle mats illinois patriot education fund (IPEF) shop towels executive management institute (EMI) logo apparel microfiber facility tour executive uniform garments 20-year-club wipers sorting system toilet seat sanitizer cintas ISO 9001:2008 dust mops kannegiesser midwest textile services association (MTSA) RFID laundryESP Innovation award UHF chips case study

Archive