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RM's Customer Experience Survey


Beyond Satisfaction

Satisfied is not good enough - it's OK, it's middle of the road. We want to be more than this. We want you to become our advocate and to be proud to recommend us to your friends, family and colleagues. To do this, we need to know how you feel about our products and services and why you would choose to recommend us (or not) so our survey asks 3 very simple questions and takes no more than a minute to complete.

1. Would you recommend us?
"Reflecting back on your experience of RM, how likely would you be to recommend us to a friend or colleague?" (on a 0 to 10 scale)

2. What's the reason?
"Please use the space below to tell us the main reasons that contributed to you giving us this score..."

3. Who needs to know?
"So that we can make sure your feedback gets to the right people quicker, we also ask you to choose which area of the business (if any) your feedback relates to."

We read and share every response made to the survey every day, and take action as required. Each area of the business is responsible for managing their own feedback, and collectively we review this data every month at a meeting that includes all of our Directors. If the time is not right for you to respond to the survey, you can still decline and it will pop-up again in a month's time.

'Net Promoter' is the name of the methodology we are using to measure customer loyalty. The survey alone will not improve customer loyalty but it will provide us with valuable information about how likely our customers are to recommend us, giving us an opportunity to improve the experience if it is not perfect.


How do I complete the survey?

The survey will 'pop up' once every three months when you log in to the website. Simply complete the 3 questions and your feedback will go straight to the people who need to know. Alternatively, you can go to and if the survey is due for you to complete it, you can lauch it from there. You will also be able to see your previous scores and suggestions.


Your feedback is appreciated!

We would like to thank everyone who has responded to the survey so far, we greatly appreciate your comments. To see some examples of some of the changes we have made from your feedback, please click here.