Continuous improvement is also critical to our success. One of the ways that help us improve our service year after year is to survey our customers and to incorporate their feedback into our business plan for the upcoming year and beyond.
Annual Customer Satisfaction Survey
As a way to identify opportunities, we interview clients as part of our annual Customer Satisfaction Survey conducted by Market Measurement. We’ve administered this survey every year since 1992 to measure the overall satisfaction of our service and delve into specific industry topics, including:
- Completeness of deliveries
- Cleanliness and quality
- Merchandise replacement
The results of our survey are incorporated directly into our annual strategic planning cycle that maps out future continuous improvements in every facet of our business.
90% or more of Roscoe customers agree with the following:
- Roscoe employees take pride in their work (96%)
- Has the highest quality of service personnel (96%)
- Is highly responsive to customer needs (90%)
Comments from Market Measurement
According to Carl Hendrickson, president of Market Measurement: “During the 24 years in which Market Measurement has conducted annual customer satisfaction studies for The Roscoe Company, we have been consistently impressed by the ability of Roscoe’s leadership team to translate the information collected into meaningful action plans that have had a direct, and significant, impact upon customer satisfaction and retention.”