RVT are supporting customers through the good times and the tough times
27th January 2021
Each year RVT Group run a customer survey which receives a huge response. This year we received 324 responses and are grateful to have a loyal customer base that has been built on trust, honesty, respect, and the quality of solutions we provide.
Here are some of the highlights from this year’s survey;
• 99% of respondents agreed that RVT staff are knowledgeable, friendly and honest.
• 98% of respondents agreed that our kit is readily available and delivered to site quickly
• Respondents gave our products an average innovation rating of 8.6 out of 10
In addition to our annual customer survey, we also run a year-round Net promoter Score (NPS) survey. This year we received 544 responses and are pleased to confirm that we ended 2020 with an NPS score of 83%! This is a fantastic score considering the national benchmark for ‘excellent’ is 70%!
It’s great to celebrate the wins, but we know there is always room for improvement. As such, we have a dedicated Continuous Improvement Manager who will be ensuring that internal processes and systems are constantly reviewed and improved to ensure customer satisfaction. Meanwhile, our R&D Director will be taking forward all of your product suggestions, to bring you new and innovative products year on year.
When the pandemic hit the UK in March 2020, we chose to respect the relationships we had built with our customers and take a supportive approach.
We supported our customers by allowing emergency hire suspensions, extending payment terms for previously good paying customers, regularly making curtesy calls to check in on the well-being of our customers and providing them with as much support as possible when sites opened back up.
We know that our customers need a robust supply chain; one that will support them through the good, the bad and the ugly; and we believe that with mutual respect, we can support each other every step of the way.
Here at RVT we follow 6 company values;
• Respect for all
• Care for others
• Can do attitude
• Honest and accountable
• Enthusiastic and positive
• Deliver excellence
We will continue to embrace our values and support our customers throughout 2021 and beyond.
