Customer satisfaction
Rentokil Initial’s main priority is to support its customers through enhanced service provision as part of its company-wide “customer service and operational excellence” agenda.
The group’s goal is to deliver 95%+ State of Service (98.5% for City Link, 99%+ for European Textiles) consistently, ensuring personal accountability for customer relationships and instilling our common values of service, relationships and teamwork across the group.
In 2009 the company improved its state of service from 88.5% in 2008 to 98.1%.
Customer satisfaction surveys have taken place in Initial Textiles in France for 20 years. Today every business and each of over 1000 branches measures customer satisfaction and group-wide KPIs of customer retention, State of Service and customer satisfaction using Net Promoter Score are published annually.