Roscoe Blog

The Uniform Services Company is Making Strides in Improvement

Jim Buik - Thursday, April 02, 2015

Roscoe, with the help of Market Measurement, an independent market research firm, is in the midst of conducting a telephone survey among our customers to help us better understand their needs and improvements we can make in the products offered. If you have responded to the survey we sincerely appreciate your feedback and take it highly into consideration. We are extremely pleased with the results!

Use Net Promoter Score to Help Predict the Future of Your Company

Carl Hendrickson of Market Measurement recently sent over some preliminary data that gives the Chicago uniform company cause for joy. The survey, conducted every year, measures Overall Customer Satisfaction, Likelihood of Service Agreement Renewal and the Net Promoter Score. The Net Promoter Score, developed by Fred Reicheld, author of "The Ultimate Question," predicts customer loyalty by asking the question: "On a scale of zero to 10, how likely are you to refer to a friend or colleague?"

Reichheld discovered that when customers answered this question with a nine or 10, they were statistically more likely to repurchase from the company and/or refer it. The score is derived by subtracting the percentage of "Detractors" (score you between zero and six) from "Promoters" (rate you a nine or 10). If your company score is north of 15%, you're above average. If your company achieves a Net Promoter Score of at least 50% it is considered "World Class" and can expect your company to grow at a rate faster than the economy.

Preliminary Data Results in Line with Team Member Efforts & Company Goals

Which is why this laundry service is over the moon with the initial results of the data. In previous years, one of our teams was scoring lower on the Net Promoter Score and the Likelihood of Service Agreement Renewal. This year, it has reached the levels of the other two teams. With a lot of effort and a dedicated team responding to customer needs, the higher scores means that the Chicago uniform company is ranked "World Class," a feat only a handful of companies have been able to achieve.

The results are in matching with our efforts at the home office, where dedicated team members recently wrapped up a successful two-week renewal campaign. Many customers decided to renew and some were put on maintenance programs that better serve their needs. It is great to see the principles of the uniform rental services ISO 9001 certification in motion and succeeding in improving customer loyalty and satisfaction, the flexibility to react to opportunities and problems, having unified and clear goals across the organization, and increasing team member motivation, participation and commitment.

After the completion of the annual survey the uniform rental company holds a meeting to discuss and review the results after which task forces are formed to address opportunities for improvement that result in comprehensive action plans that provide for specific measurable objectives and assignments to team members that results in continuous improvement. This process, driven by Bruce Hodes of CMI has resulted in improved performance over the last decade.

Contact the Chicago Uniform Company to Learn More About our Survey Process

Thank you to our customers for responding and to the awesome team at the Chicago uniform company for their hard work! Jim Buik says, "It truly is a team effort to provide ever increasing customer satisfaction results so thank you for your dedication to providing great products and customer service with pride."

Contact a uniform services representative if you would like to learn more about our process and are interested in enhancing your customer satisfaction standing allowing us to grow and improve together.

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

Recent Posts


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