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ISO 9001 Quality Management

Award-winning customer service

01904 757372
Rolawn

Buy One, Get One Half Price on Selected Bulk Bags 

What happens to your feedback?

Blog - your feedback matters

With a better than 98% order success rate and three successive years of Feefo Gold Trusted Service awards you might think we’d be happy with our service levels, but we know we must never rest on our laurels and can always do better.

To continually deliver industry-leading customer service we need to understand how we’re performing and how we can improve. That means we must listen to our customers, and in our latest blog post, we look at the ways your feedback helps to shape our business.

Feedback as a measure of quality

We operate a culture of continual development – be that our products, processes or service levels – but it’s no good making changes in isolation. We need to understand how well our products and services are meeting your needs and expectations. So, along with the market and product research work we carry out, we incorporate elements of customer feedback in the design and development of our products and services.

We value all feedback, good or bad, because it helps us:

  1. Understand our performance levels
  2. Develop and refine products in line with current and future market needs
  3. Make informed decisions about our strategic direction/business activities
  4. Provide real customer insight to test our claims 

Most importantly, your feedback helps future customers make informed decisions about the suitability of our products and services for their own needs. 

Feedback as a diagnostic device

Feedback isn’t a one-way thing and we openly acknowledge and share your comments with colleagues across the business and also with customers and the wider industry, online. 

Feedback from any source is treated as an opportunity, whether received via Feefo, Google, social media, email, phone or any other medium. Should our products or services not meet the exacting standards that we strive to achieve then we investigate, respond, and if appropriate, put improvement actions in place. 

It’s important to us that, whenever possible, we address the cause of any issue that’s raised by a customer to provide a long-term solution rather than a short-term fix. These are some of the methods we employ to achieve this:

  • Make every effort to ensure purchasing from us is as easy as possible
  • Ensure customers are given correct information and advice through education of staff and key goal setting
  • Plan team resources to ensure correct staffing levels to meet customer activity levels
  • Exceed customer expectations by going the extra mile

Keeping on track with industry-leading customer service

Our customer service goal is to ‘Deliver industry leading customer service that supports Rolawn brand values’ and to help keep this on track our processes are documented and audited as part of our ISO certification.

To uphold our certification, we must continually demonstrate commitment to maintaining the standards by which we were initially assessed. Internal criteria, such as operational procedures, processes and resources, sit alongside statutory and regulatory frameworks for assessing our performance. We use these measures to set targets, train and develop staff, enhance products and procedures and ultimately embed a culture of quality and innovation.

It’s not what we say that counts

As you can see, we take all your feedback seriously, so much so that we’re happy to share it with anyone who wants to see what people are saying about us. You can read our latest reviews here.

Or, why not watch our two-minute testimonial video in which recent customer Craig Pickering shares his experience of Rolawn’s products and services.

Blog - Medallion customer view
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Important update: Temporary 6.5% surcharge effective 7 April 

At Rolawn, we are committed to maintaining the high standards of quality and service our customers expect, so we want to be open with our customers about a change that will affect pricing from Tuesday 7th April. 

This decision has been taken in response to disruption to energy supplies, which has led to significant increases in wholesale prices, affecting not only fuel and fertiliser but also costs throughout our wider supply chain. As a business that relies heavily on fuel for both transport and operations, these sustained cost pressures have become increasingly difficult to absorb.  

While we have worked hard to mitigate the impact, the scale and pace of recent price increases have now exceeded what we can sustain internally, and we therefore need to recover a proportion of these externally driven increases. 

From Tuesday 7th April, a temporary 6.5% surcharge will apply to all products.  

We know that any increase in price is frustrating, particularly at a time when many businesses and households are already feeling under pressure. That is why we want to be clear that this is not a decision we have made lightly, and not one we wanted to make. It has been introduced solely to help offset unavoidable cost inflation and allow us to continue delivering the quality, reliability and service standards associated with Rolawn. 

We will continue to monitor market conditions closely and will review this surcharge as soon as circumstances allow, providing reasonable notice of any changes. We recognise that any price increase is unwelcome, but this step is necessary to ensure the continuity and reliability of our operations during a period of ongoing uncertainty. 

We remain committed to providing the quality, reliability and service standards you expect from Rolawn, and we truly appreciate your understanding and continued support. 

If you have any questions, please contact our customer support team who will be happy to help.