Feedback on our service is very important to us. On this page you will be able to read some of the comments we have received, as well as links to reviews posted on TrustPilot.
We regularly conduct customer surveys to gain feedback on our service. A recent survey focused on the following aspects of the customer experience: order process, acknowledgement, delivery.
94.8% of customers who responded advised that their order was processed on the day it was placed with Rapid and 95.8% of orders were processed correctly.
Of the customers that responded 8.4% ordered via telephone. Three additional questions were asked about the agent who they spoke to. 100% of responders advised that the agent was polite and processed the order correctly.
The score for professionalism of the telephone agent was 90.9%, with comments such as “Amie is always very helpful in customer experience!” and “one order messed up in over 20-30 years of trading, excellent service”.
96.3% of people who responded to our survey advised that they received an order confirmation email and 97% received a despatch email.
10.4% of survey participants said that their orders included a back ordered product. 92.9% of these customers stated that this was clearly communicated to them by Rapid.
The comments included:
“Really easy to use, always know where the orders are and never have any problems!”
“Operator failed to ask for name of contact - so we didn’t receive order or despatch confirmation”
97.8% of customers who responded advised that they received their goods in the promised time.
When asked to rate the packaging of the goods, the overall score was 89%.
These were some of the comments about packaging:
“The packaging is overkill from time to time. Large box full of paper for just one item”
“Boxes sometimes can be damaged due to the packing being flimsy. This can be down to the courier but doesn't really reflect well on Rapid”
“Very happy with Rapid in most ways, but if there was one small point to make it is that there is too much packaging for small items”
Out of the responders 96.3% advised that they received the correct goods in their delivery. Customers scored Rapid 100% when asked if the goods were sufficiently labelled.
Other comments about packing and delivery included:
“One criticism is that I have accounts with RS and Farnell and they offer free carriage”
“Loves that labels are easily removeable”
“Packing note at bottom of box - can you place them on the top”
To conclude the survey we asked customers a few short questions about their overall experience.
Question 1: “Overall, how satisfied with Rapid were you with this transaction?”
Question 2: “Overall, how likely are you to reuse Rapid in the future?”
Question 3: “On a scale of 1 -10 how likely are you to recommend Rapid to a friend, family or colleague?”
We thanked all our customers for their responses to our survey and will strive to implement any improvements suggested.