Case Study: HSS Hire achieves higher customer satisfaction and loyalty with Rant & Rave

HSS Hire - Customer Case Study

HSS Hire, a leading UK and Ireland tools and equipment provider, needed a better way to capture customer feedback and close the loop on complaints. Before working with Rant & Rave, they struggled with low survey response rates, slow complaint handling, and limited insight into what customers really thought, so they launched Rant & Rave’s real-time feedback solution in 2015.

Rant & Rave helped HSS Hire simplify surveys, gather more actionable feedback, and respond faster to issues. The results included 80% more feedback, a jump in response rates from 5% to 24%, a 6.5% increase in CSat, NPS rising from +26 to +33, and complaints falling from 5.4% to 4.0%, while 93% of complaining customers were retained.

HSS Hire

Lisa Bartley

Customer Care Director