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5-star customer feedback reflects ongoing service level improvements

08/10/2020

Hidden among the challenges that 2020 continues to bring, there are nuggets of positivity and cause for celebration. For Rolawn, one such reason comes in the form of another improvement in our average success rate. 

We are delighted to announce that for the third consecutive year, our average success rate has risen, and is now at its highest ever rate: 98.91%.

In the context of the pandemic, and with service levels in general across the UK ‘flatlining’ according to the latest report from the Institute of Customer Service, this year-on-year increase is significant.

With National Customer Service Week upon us, it seems only right that we celebrate the hard work and the dedication that has been shown by the Rolawn team to achieve this result, by sharing some of the typical reviews we receive via the independent review platform Feefo.

Don't just take our word for it...

 

Great product, hassle-free experience. 5*
“From start to finish Rolawn were friendly and efficient. Communication was great. Would highly recommend this company for a stress-free experience and great results.”

Worth every penny and most professional
“They were most professional. They delivered exactly what they said and when they said. No nonsense. The product itself is exceptional and I can see why they are the top of their game. My grass is magnificent, and the topsoil was refined. Best I have ever worked with.”

5-star products & customer service
“From start to finish the customer service levels were excellent. Order placed, an immediate acknowledgment that made everything clear on what to expect on delivery. Delivery time was excellent as well.”

Fantastic company great customer service
“The customer service was fantastic and they gave me great advice as I have a problem with drainage.”

Excellent service
“Service was excellent. The person I spoke to on the telephone before placing my order was friendly and helpful regarding my concern about delivering up my narrow lane, and the young lady who delivered the topsoil managed to truck it to my requested delivery point without quibble. I'd recommend Rolawn and wouldn't hesitate to purchase from them again.”

Have already recommended
“Service was superb and product quality excellent. Have already recommended to lots of friends and family.”

Smooth delivery each time
“This is the second order we have made from Rolawn. The ordering process is simple, the prices are fair and the delivery has gone smoothly each time. The turf is very good quality and has taken really well. Many thanks.”

 

Offering extra support where it’s needed

The Feefo reviews are fantastic (see the latest ones here), but what’s really rewarding for our customer service team is when a client takes the time to email directly. That’s when it hits home just what an impact you can make when you invest a little extra time and effort. 

A client recently wrote to express their gratitude for the additional care taken by a member of our customer service team when dealing with the customer’s mother who is hearing impaired. In the customer’s words the customer service coordinator was “very patient with her and was very kind in helping her to get the delivery organised” going further to say “a little thank you from us for your patience and consideration when you helped her, and I will always be confident in recommending your company as you took care of her so well.”

Actively learning from your feedback

Whilst this all sounds great, we know that we can do better. It is our ambition to achieve a 100% success rate and a 5 out of 5 customer feedback score, which means constantly searching for ways to enhance every customer’s experience when buying from us. 

As a result, we must challenge the way we work and use the information we gather to change the way we operate. This is therefore the central theme and purpose for operating our BS EN ISO9001:2015 certificated quality management system. Through this system we log and monitor improvements  which enable us to proactively make refinements to our products and services.
 

Help us with our mission for perfection, send us your feedback! Email: info@rolawn.co.uk.