Why customer feedback matters
Our recent 2024 customer satisfaction survey reveals the value rascal brings to retailers like Sainsbury’s, Waitrose, and Asda. This feedback enables us to continuously evolve our technology and ensure that we remain a trusted partner in the retail industry.
Key survey findings
Overall performance & trust
We continue to deliver on our promise of enabling retail efficiency through simplicity, visibility, and control. This is demonstrated with an overall satisfaction score of 90% and a Net Promoter Score (NPS) of +39. This is the first time we’ve collected an NPS score as part of the survey, and to return a ‘Great’ result is a testament to the integral work we do on behalf of our customers
As Richard Tedder, Ranging Lead, Non Food & Kiosk at East of England Co-op, shared:
They are a full partner with us. If I was going to recommend them to another retailer I would say, you can trust them and they are like a colleague. You can see the benefit – it’s there in pounds and pence.
Richard Tedder
Ranging Lead, East of England Co-op
Impact on efficiency & time-savings
rascal helps retailers optimise their resources by reducing time spent on administrative tasks, giving teams the tools to make data-informed decisions. 93% of store colleagues reported that rascal reduces paperwork, while 91% noted its effectiveness in managing goods-in and returns. This focus on efficiency is evident in our recent partnerships:
Waitrose saved 52,000 hours and £480,000 in labour costs, as shared by Arron Robertson, Operations Lead:
rascal has delivered a simplified process, significantly reducing partner labour, switching the focus from loss prevention to growth and category sustainability.
Arron Robertson
Operations Lead, Waitrose
Sainsbury’s achieved savings of £4.9 million, including over 187,000 colleague hours per year.
rascal are effective at implementing new reports to help with business strategy or objectives. If we ask something, they'll find a way of delivering it in a format that works for us.
Nigel Gear
Head of Stock Operations at Sainsbury’s
Support & training
rascal’s Helpdesk is highly regarded, scoring 91% in satisfaction, with customers praising the friendly, knowledgeable staff who resolve queries efficiently. We are continuing to refine our training programmes, ensuring that retailers can easily onboard new staff and maximise their use of rascal’s system.
Steve Kennewell, Deliveries Liaison Manager at Sainsbury’s mentioned:
Store comms, training and interaction – rascal are excellent. That is where they are world class compared to other third parties.
Steve Kennewell,
Deliveries Liaison Manager, Sainsbury’s
Tech & innovation: The migration to Azure
rascal’s migration to the Microsoft Azure platform demonstrates our ongoing commitment to innovation. This move provides a more powerful and stable platform, enabling us to supercharge the solutions we provide. Our cloud infrastructure enhances system reliability and security, positioning rascal for continued growth, delivering more agility and scalability to our clients.
Reflecting on rascal’s role in innovation, Amy James, Operations Manager, at ASDA remarked:
I would say with rascal, their technology, and their service is beyond everyone else.
Amy James
Operations Manager, ASDA
Taking Action on Feedback
At rascal, customer feedback is a cornerstone of our growth. Based on the 2024 survey results, we are investing in training materials and onboarding to ensure that our simple solutions and services, are genuinely simple for time-poor store colleagues to quickly pick up and use effectively. This is increasingly important as roles in retail become less specialist and more generalist with a much wider group of colleagues expected to fulfil a range of different tasks across stores. Training methods deployed now range from 1-2-1 in store and in-person, to virtual calls, and educational aids such as user guides and ‘how-to’ videos are constantly being updated and upgraded. Our objective is to ensure that all staff, regardless of their experience or level of specialism, can rapidly pick up and fully leverage the rascal system.
Conclusion: Looking Ahead
As we continue to innovate and evolve, we are grateful to our retail partners for their feedback and trust. rascal remains committed to providing simple, powerful, and cost-effective solutions that drive operational efficiency, reduce shrink, and protect margins. With the recent migration to Azure, we are excited to bring even more value to our clients, helping them stay ahead in the fast-paced retail environment. Stay tuned for updates on new features and improvements as we continue our work to maximise retail efficiency.
This article was written by our Commercial Director, Jonty Edwards. Get in touch with rascal or Jonty to discuss how we can help your retail business deliver efficiency across complex categories.