2024 Mid-Year Customer Survey Results

Every year we reach out to our customer base to gauge how we’re performing in both innovation and service. We aim to deliver excellence at every stage of the customer journey, so we were delighted to see so much positive feedback flood in.

83 customers took the time to provide us with detailed feedback and new ideas. We’re in the process of digesting each submission, ensuring we take time to celebrate our wins with the wider team, but also establish where improvements can made in our processes.

Here are our top-level findings:

• 94% of customers agreed that RVT staff have a ‘can-do- attitude’.

• We achieved 4.8 out of 5 stars for our ‘friendliness and helpfulness’.

• The top 3 words used to describe RVT were ‘reliable’, ‘helpful’ and ‘professional’.

A further breakdown of results can be found below.

Innovation

“Quick initial service, follow ups are timely, always help & quick to help with any issues.” – Butchers Pet Care Ltd

We asked customers to rate our product innovation on a scale of 1 to 10 (1 = Poor / 10 = Excellent), and across all product ranges customers gave us an average innovation score of 8.48. Particularly high scores were given to our Ravex (9.64) and Monitex (9.10) ranges.

RVT have an in-house R&D team who are constantly listening to your feedback and researching new technology to ensure they are delivering new solutions to benefit our customers. As such, we are pleased to have already launched 6 new products this year!

As always, we received excellent suggestions on how we could improve existing kit and add more solutions into our product range offering. It’s clear from our survey results that RVT’s ongoing commitment to innovation and development is valued by customers, so we will be expanding our R&D Team to ensure we have the resources we need to continue delivering industry-leading solutions. We also received feedback that you would like more product training, so this will also be factored into our plans.

Customer Service

“The whole team at RVT that I have been dealing with have been extremely helpful from Day 1, which I have found refreshing.” – George Leslie Ltd

Our customers should feel confident that they can rely on RVT, so we see it as our responsibility to ensure superior service and support at every stage of their journey. We asked customers for their opinions, and are incredibly pleased to share the following highlights:

• Friendliness and helpfulness of all RVT Staff - 4.80/5

• Expertise of our consultants - 4.68/5

• Quality of equipment received on site - 4.62/5

• Speed at which quotes are sent - 4.52/5

Our customer service section ended by asking customers to rate us against our company values. The following results show the percentage of customer who ‘agreed’ or ‘strongly agreed’ that RVT delivered on those values:

• Delivering Excellence – 88%

• Honest & Accountable – 90%

• Respect & Care for All - 87%

• Enthusiastic and Positive – 90%

• Can do Attitude – 94%

What 3 Words?

Our final question asked customers to summarise their experience with RVT Group in 3 words and we were delighted to see that RVT are seen as reliable, helpful, professional, friendly, efficient and innovative above all else.

Thank you

“Very good experience - wouldn't hesitate to use RVT again” – Lilstone Limited

As always, we extend a huge thank you to all the customers who made time in their day to provide feedback via our mid-year survey. With the help of your comments and suggestions, we are ready to build on our great innovation and service results throughout the remainder of 2024 and beyond.

If you need specialist advice about best practice health hazard solutions, call RVT Group on 0808 178 3287.