Our Customer Charter
As a highly reputable materials testing and consultancy business, R-TECH Materials aims to consistently provide its world class expertise in a world class manner every time. Our Customer Charter below sets out what you can expect from us in our commitment to meeting the needs of our customers:
1. Data You Can Depend on On, Every Time.
At the heart of any materials testing and consultancy organisation must be a rigorous commitment to producing accurate and reliable results time after time. Our accreditation means that you can have peace of mind that we will always work within the procedures and processes of our quality management system ensuring continued consistency and accuracy in the work that we deliver. We won’t take short cuts and we won’t let things slip. By staying at the forefront of testing technology, our goal is to continually improve the accuracy and reliability of our results so that you can be fully confident in the reports that you receive.
2. Flexibility When You Need It
We know that each of our clients faces unique challenges in their own organisations and as such, each client has unique materials needs. Our goal is to deliver to you what you want and when you want it, even when time is tight. This commitment to rapid turnaround sometimes means we find ourselves on top of an oil refinery on a Sunday afternoon or working in the lab late into the night. But we try to instil in our teams a flexible and responsive culture that means the needs of customers dictate how and when we deliver our work.
3. Keeping You Informed
Our communication strategy is simple; we promise to do all that we can to keep you in the loop and out of the dark through the delivery of your important materials project. We want to make it easy for you to talk to us, so you will have direct communications with the technical team delivering your project and we promise to always listen. Our reports are user-friendly and our staff trained in handling complex enquiries. But when phone and email isn’t enough we have an open door for you to come and see progress for yourself.
4. Working Together
Often getting the most out of a materials investigation, testing scheme or R&D project requires team work and collaboration between different parties involved. So we do our best to share our knowledge and expertise with you during your projects and hope you will return the favour. That way we all win and the project gets the best of all our knowledge and experience.
5. Superior Service that’s Competitive on Price
We know that the price matters, it certainly does for us! And so we aim not only to be competitive on price but also transparent in our pricing. You won’t find any hidden fees or surprises and we do what we can to keep our overheads down so that we aren’t passing on unnecessary costs. Don’t get us wrong, we are not a ‘cheap’ alternative delivering low-quality work, but we do our best to provide great service and superior technical expertise whilst staying competitive on price.
Annual Client Survey
2014 – 2016: 100% rating from all clients surveyed when rating the attitude of our staff.
2014 – 2016: We scored an average customer rating of 99% for our technical competency.
2016: We scored a rating of 96% for our responsiveness to queries.
In 2016 our Report Accuracy and our Meeting Deadlines scores increased from 87.5% to 94% and 85% to 94% respectively.