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Rolawn

Rolawn celebrates year-on-year service level improvements

Market leading turf and topsoil manufacturer Rolawn Limited is celebrating another improvement in service levels with an average success rate of 98.60%, year to date, that compares to 98.25% in 2018-19. 

These success levels collated and audited as part of the company’s BS EN ISO9001:2015 certificated quality management system, are mirrored in the consistently high ratings received via the independent review platform Feefo. In fact, Rolawn has excelled, scooping the Feefo Gold Trusted Service Award for three consecutive years. Unlike many review sites, Feefo collects feedback from genuine customers, verifies the data and shares both good and bad reviews online. 

This achievement is in complete contrast to the overall customer satisfaction levels in the UK which have seen a steady decline in the last few years. According to The Institute of Customer Service (ICS), the UK Customer Satisfaction Index shows that satisfaction scores are at their lowest since January 2016*.

News - Feefo Trusted Service Award 2019

Rolawn’s Sales and Marketing Director, Jonathan Hill, comments, “Maintaining a success rate in excess of 98% is a great achievement but improving on that is testament to the attention to detail delivered across our business. Customer Service is a key company priority, so we are delighted with this market-leading performance. The entire Rolawn team is instrumental in ensuring that the customer experience is second-to-none.” 

As part of this customer-centric approach, Rolawn is taking part in National Customer Service Week, for the second year running. This annual event, led by the ICS, recognises the importance of customer service excellence. 

Throughout the week, on their website and via social media, Rolawn will be publishing insights into the integral role that customer feedback plays in achieving their goal of delivering industry-leading customer service, starting with the launch of their latest video, a testimonial in which a customer shares his experience of working with Rolawn. 


*Source: www.instituteofcustomerservice.com

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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.