Everything we do, we do for you. And for the safety of your people, company, and operations. That’s why our annual customer survey is so important. We understand the value of hearing directly from our partners and members about their experience. As well as what’s working well, what areas we need to improve in, and what the future should look like.
Read on to see what we learnt from the latest annual RTITB Customer Survey.
We make a great team!
We were delighted to hear that 95% of those surveyed were either Satisfied or Very Satisfied with RTITB. More than two thirds were ‘Very Satisfied’. Some of the positive comments we received about working with RTITB include:
- Great support, always happy to help and give advice
- Materials are accessible and easy to use
- very easy to arrange and upload courses
- Great company, professionally run.
- Always open to ideas and initiatives that we approach you with
It was also great to hear how you would describe RTITB and our team. Check out this wordcloud and you’ll see the most common words that came up in the survey.
What’s more, almost two thirds of those surveyed stated that they would be Extermely Likely to recommend RTITB to a colleague.
We appreciate all of this positive feedback enormously. It helps boost team morale and also helps our team members understand what they are doing well.
Keeping in the know
We were pleased to learn that 87.5% of people surveyed feel that the RTITB technical team of Auditors, Instructors, Examiners, and Assessors, are knowledgeable or extremely knowledgeable. This is a reflection of how well-trained and professional our team is. We continually review our team to identify any potential knowledge gaps. We want to ensure every team member has the knowledge they need to best support our partners and customers.
We’re here for you!
It was also great to see that more than 80% of respondents felt that the RTITB customer service team is knowledgeable or extremely knowledgeable. Providing excellent support to our partners and members is very important to us.
In the survey, more than 85% of you said we answer your questions and requests “overall pretty fast” or “almost instantaneously”. Though some people feel like they wait longer than they’d like to.
We totally understand that when you require customer service, it’s often urgent. We will continue with our aim for speedy response times, and our team always try to be as helpful as possible. It’s very helpful to know where these improvements can be made so we can focus on making a difference to you.
Almost 75% of respondents felt that, more often than not, we knew precisely what you wanted or needed, with 17% saying they felt like they are our only client. This is very encouraging and we want to continue to build on this high level of service for you.
RTITB resources support training operations
We are always working hard to create, develop, and improve training materials and resources for our partners and members. Such as instructor guides, presentations, workshops, posters, videos, and handouts, etc. We do our best to ensure that materials will benefit the training candidate and the person delivering the training. And that they are up to date with the latest regulations and best practices.
So, we were very pleased to see that more than 85% of those surveyed are satisfied or very satisfied with the training materials provided by RTITB.
Likewise, we had excellent feedback on the digital products provided by RTITB. For example, the TrainingFriend App, eLibrary, eLearning, Driver CPC Portal, and EPA Platform. Here, almost 90% of respondents were satisfied or very satisfied. We’re delighted to be supporting so many of your on your digital training journey.
Safety is everybody’s main concern
Safety is at the heart of what we do. So another positive was to see that 69% of those surveryed that deliver training in-house feel that working with RTITB makes their business safer. But we would like to increase that number.
We welcome any additional feedback about ways we can help more companies to improve safety.
Want to be part of our community?
RTITB is committed to helping companies navigate the road ahead. We see our RTITB Accredited Partners and Driver CPC Consortium members as part of a community that is capable of making positive change. Our highest priority continues to be improving safety and standards. And we know we need to work closely together to make this happen.
Do you want to be part of this change? Become an RTITB Accredited Partner or Driver CPC Consortium member here.
Author: Laura Nelson, Managing Director, RTITB
Laura Nelson, has worked with RTITB, the leading workplace transport training accreditation body, for more than 20 years. She has been Managing Director for 8 years.
Laura champions the development of innovative training programs, training quality standards, and software. She aims to empower the transport, warehousing, and logistics industries to achieve safety excellence.
Her approach to leadership reflects her belief in the importance of the RTITB mission to save lives.
Laura is a qualified Transport Manager and ISO9001 Lead Auditor. She has also completed Cranfield University’s Business Growth Program.