At RTITB, we’re always looking for new ways that will help us to better meet our customers’ needs and demands. We understand that the last 12 months haven’t been easy for anyone and that the transport and logistics industries have been working to their absolute capacity – and therefore need to be able to rely on us for support where needed.
That’s why in our latest Annual Customer Survey, we wanted to find out more about our customers’ experience of working with us and more importantly, what we can do to improve our services (and make your lives easier!).
Happy together
We were delighted to find that 90% of our customers stated that they were satisfied with RTITB overall, with the majority ‘very satisfied’. However, we know there is still room to improve (more on that later!).
What’s working for you?
Customers highlighted the benefits of the likes of the eLibrary – our brand new offering which offers a comprehensive online resource for ready-to-go training materials for forklift, plant and LGV, including trainers’ guides, instructor theory presentations, safety videos, question papers, safety codes, and more, developed by our experts. “It’s brilliant to have everything in one place” said one customer.
We were thrilled to hear time and again that customers feel they receive a high level of support from the team at RTITB, along with quick turnaround times for information requested.
“Communication is quick and professional” said one customer, “The team are brilliant at sorting queries,” said another. “Great support from a dedicated team who are there to help us deliver quality training,” said another.
Audits are another area where we are pleased to be meeting and exceeding expectations. “I’m satisfied with all the audits from RTITB…. The team conducting these audits were knowledgeable, approachable and had a positive attitude,” said one customer. Another added, “Due to Covid restrictions our recent audit was completed remotely. The whole process was hassle free as the auditor provided a list of documents that were needed prior to the audit. These were sent off before the audit day speeding up the process.”
How can we improve your experience?
We love hearing how happy most of our customers are, but we know there are always things that we can do better. So going forwards, we’ll be making a number of changes to ensure that customer’s feedback from this survey (and other conversations) is taken into consideration.
Exposure for Accredited Partners and CPC Consortium members
For example, we currently offer all Accredited Partners and Driver CPC Consortium members the option to feature in ‘welcome’ social media posts across all RTITB channels, along with a press release being sent to their local newspaper upon joining, giving them greater exposure and supporting new business. We’ll also continue to run Google Ad campaigns promoting the Course Locator, which lists all partners and members.
Did you know that if you’re a Partner or Member you also have access to a free marketing toolkit? If not, get in touch and we’ll share all the details.
BRAND NEW! We’re now offering RTITB Partners and Members the chance to take over the RTITB LinkedIn for a weekend of their choice to share blogs, news articles and more in order to capture potential new customers.
We aim to be faster!
Around 80% of our customers felt that we deal with questions and requests fast. However, we know that we don’t always get back to all of you as fast as you would like. You may have seen on our website that we are recruiting new team members which we hope will help improve this for you. We are also launching a new Knowledge Base later this year giving you the information you need even faster.
We’re going digital!
What’s more, in addition to the Knowledge Base, other aspects of our offering will also be going digital, both for your convenience but also to help keep costs down, such as eCards, eCertificates, the MyRTITB Portal, eLearning solutions, training materials and much more to come!
Not an Accredited Partner or a CPC Consortium member?
At RTITB, we’re committed to helping businesses navigate the road ahead. From the ongoing repercussions of Brexit to the fallout of the Covid-19 pandemic on the supply chain, we’re here to support you as best as we can.