That customer ease result matters to us.
Uniform programmes can involve a lot of moving parts, from products and sizing to ordering, deliveries and account management. Our job is to take complexity out of the process, not add to it.
It comes back to what we want every Deane experience to feel like: Uniforms made simple. Service that just works.
Our approach puts the customer first, beginning with listening to what customers need, what isn’t working and what will make their lives easier. It also calls for experiences that feel straightforward rather than complicated.
Service is making a difference
Behind every uniform programme are people making things happen.
Our 2026 Account Management results show:
- 95% are satisfied or extremely satisfied with our team’s knowledge
- 94% with communication
- 92% with our understanding of their business needs
- 91% with proactiveness
Our Customer Service team also received strong results:
- 92% satisfaction with professionalism
- 91% with responsiveness
- 90% with knowledge
- 90% with communication
- 90% with helpfulness
We see the same story in the written feedback. Customers regularly mentioned helpful people, prompt responses, clear communication and teams that make solving problems straightforward.
That matters because good service shouldn’t create more work for customers. It should quietly get the job done.
Getting better where it matters
We’ve also been focused on improving delivery and lead times, an area we know makes a real difference to our customers’ day-to-day experience. We’ve put new processes in place to improve performance, and we’re pleased to see satisfaction with delivery and lead times rise from 59% in 2024 to 78% in 2026.
That’s encouraging progress, but there’s still room to improve. It’s a good example of what “better every day” means to us: listening to what our customers tell us, making practical changes and continuing to raise the bar.
Online ordering that keeps things simple
Silk, our online ordering platform, was another clear positive.
Customers repeatedly described online ordering as easy to use, simple and easy to navigate. One respondent specifically described Silk as making uniform ordering quick and hassle-free, with relevant products easy to find and a simple checkout experience. Others similarly highlighted straightforward navigation, easy ordering and convenience.
That aligns closely with what Silk is there to do: make uniform ordering simpler and give organisations an easier way to manage their uniform programme online.
Less fuss. Less admin. More getting on with the job.
Better every day means hearing the hard stuff too
A Voice of Customer survey isn’t useful if we only pay attention to the compliments.
Across the written feedback, customers also raised opportunities around areas including fabrics, sizing and fit, product choice, delivery and lead times, stock visibility, order updates and returns.
That feedback matters just as much.
Better every day doesn’t mean pretending everything is perfect. It means knowing there is always another detail to improve and using real customer experience to help decide where our attention goes next.
The positive feedback tells us what we should keep doing. The constructive feedback tells us where we need to work harder.
We need both.
3,500+ reasons to keep listening
A huge thank you to everyone who took the time to complete this year’s survey.
Every response helps us understand the experience from the customer’s side of the desk. And every piece of feedback gives us another opportunity to make uniforms a little easier to manage.
We’re proud to see Satisfaction, Ease and NPS improve in 2026.
But we’re even more interested in what comes next.
Because "better every day" is not a score we reach. It’s how we work.
Uniforms made simple. Service that just works.