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!