At RVT, we are renowned for providing superior equipment, exceptional expertise and outstanding service. For over 25 years, our customers have always been our top priority and we love to hear about their RVT experiences. This year, we received a total of 275 responses across our end of year surveys, full of excellent and constructive feedback.
Innovation is incredibly important at RVT and we are always striving to develop cutting edge solutions that protect long term health and the environment. This year, we asked customers to score each of our product ranges out of 10 for innovation; this resulted in a fantastic average score of 8.84, indicating that RVT Group continue to be regarded as true innovators in hazard control solutions.
Particularly high ratings were assigned to our Confined Space Equipment and newly launched EnviroHub Water Treatment Equipment. With both coming in at 9.13 and 9.14 out of 10 respectively, customers were extremely impressed by these ranges and their industry leading design.
We also received some insightful suggestions from customers for potential design improvements and equipment they would like to see developed for future use.
We pride ourselves in the support we offer customers throughout the hire process and always strive to deliver excellence as a team. Customers were asked their opinions of the service offered by RVT, and we are thrilled to share the following highlights:
Customers also rated RVT using the Net Promoter Score (NPS) scale and, as a result, we received a score of 83%. With the global benchmark sitting at an average of 32%, and 70% setting the standard for excellence[1], we are very pleased with this achievement!
Our Customer Service Team also run an NPS survey throughout the year, independent of these results. Throughout 2021, we received a total of 733 responses and an impressive overall NPS score of 78%.
We love to celebrate our wins, but it is also important to remember that progress can always be made. As such, we have a dedicated Continuous Improvement Manager who constantly reviews internal processes and systems, ensuring customer satisfaction. We also have a key focus on sustainability and endeavour to bring our customers more environmental solutions in the coming year.
We would like to say a huge thank you to our customers who rated us so highly and provided useful and constructive feedback.
Results like these require a huge amount of hard-work and dedication from the whole team.
As such, every year, we ask team members to vote anonymously for who they think have best demonstrated our company values. Here are the well-deserved winners of 2021;
There were also several runners up in each category, and prizes were awarded.
With so many people working to deliver the best customer experience, some tasks can often be forgotten. Therefore, we have introduced the “Unsung Hero” prize category, allowing the team to vote for who they think most deserves recognition across the whole company. This year, the team voted for 5 unsung heroes at RVT Group;
Congratulations to all the winners and thank you for bringing the RVT values to life!
Spurred on by the customer feedback of 2021, the RVT team are raring to go and ready to deliver excellence. Our mission is to protect the long-term health of people and the environment, and we will continue to achieve this in 2022.
If you need specialist advice about best practice health hazard solutions, call RVT Group on 0808 178 3286.
[1] https://www.surveymonkey.co.uk/curiosity/what-is-a-good-net-promoter-score/
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