Yes, we have real people in our Customer Service team! People who genuinely care and are ready to chat by phone, email or online whenever you need help. But our commitment extends far beyond that alone.

From the Operations Team who manufacture, pack and dispatch quality products daily, to the people designing the systems that support your success, every part of our business is built with your needs in mind.

Of course, we’re not infallible, and we know that things don’t always go to plan. Delays happen. Items break. Systems fail. But when they do, we believe it’s how we respond that sets us apart. We stay focused on consistently delivering exceptional service, and we believe this is why the vast majority of our customers become loyal, long-term partners who are happy to recommend us to others.

Our Customer Care Promises

Whether you're placing your first order or your hundredth, we want every interaction with us to feel easy, professional and genuinely helpful. Our Customer Care Promises are how we make that happen, and they’re the standards we hold ourselves to – every time.

Here’s what you can expect from us:

1. Empathy

We take the time to put ourselves in your position and understand how you're feeling – whether you're delighted, confused or frustrated. With over 40 years of experience in the cleaning and hygiene sector, we genuinely understand the pressures you face and the challenges you're trying to solve. We actively listen, acknowledge concerns, and aim to resolve any issues with care and understanding, so you feel truly heard.

2. Responsiveness

Time is precious, and we respect yours by responding promptly and efficiently. We're proud that, on average, we respond to customer queries in under two hours. And during working hours, our live chat puts you in touch with a member of the team instantly. If your issue needs a little more time to resolve, we’ll keep you in the loop with clear updates and a realistic timeline, so you’re never left wondering what’s happening.

3. Knowledge & Expertise

You rely on us for answers – and in cleaning and hygiene, those answers matter. Safety is our top priority, especially when it comes to handling chemicals. That’s why our team is continuously trained and equipped with the knowledge and tools to provide accurate, practical advice across our products, services and policies.

We only work with suppliers who meet the most stringent legal requirements for the manufacture and distribution of cleaning chemicals. And when it comes to safety data, you can trust that everything we share, from Material Safety Data Sheets (MSDS) to COSHH risk assessments, comes directly from our manufacturers to ensure accuracy, safety and compliance.

4. Professionalism & Politeness

We treat every customer with respect, always. That means more than just remembering ‘please’ and ‘thank you’; it’s about treating every customer as an individual, being courteous at all times, and keeping conversations helpful and solutions-focused.

5. Proactiveness

We don’t wait for problems to appear – we aim to solve them before they do. Whether it’s flagging a potential issue before it affects you or integrating smarter systems that keep everything running smoothly, we’re always thinking ahead.

For example, our delivery notification system, complete with photographic proof of delivery, keeps you updated on the status of your order at every step. And with our innovative route-planning technology, we’re able to optimise delivery schedules to ensure your products arrive when it suits you best.

6. Consistency

Excellent customer service isn’t a one-off. It’s something you can expect from us every time. Whether you interact with us by phone, email, chat or in person, we strive to ensure that the quality of service you receive is uniformly high.

To achieve this, we establish clear service standards, consistently train our team, and regularly audit customer interactions to ensure quality.

It’s official: our customer service is world-class!

We don’t just make these promises and forget about them. For us, measuring customer satisfaction is critical for our business and the long-term relationships we want to build.

To help us better understand our strengths and weaknesses, we recently conducted a Net Promoter Score Customer Satisfaction Survey to gain insights into how happy our customers are with our service and how we benchmark against others in the industry.

The result?

We were overwhelmed by the response we received and incredibly proud to have achieved an NPS score of 74.67.

For context:

A score above 0 = Good

A score above 20 = Favourable

A score above 50 = Excellent

A score above 70 = World-Class

Our score indicates that we’re delivering world-class service, and that our customers are highly satisfied and likely to recommend us to others.

But we’ll never rest on our laurels! As part of the survey, we asked for feedback not only on what we’re doing right, but also on any areas we can improve. This will guide us as we continue to develop our systems and services to provide you with an even better experience.

Thank you to everyone who participated in the survey – your feedback is invaluable and helps shape a better experience for every AUK Hygiene customer.

Customer care: the heartbeat of our business. Putting people first in everything we do.

Our Customer Care Promises

It’s official: our customer service is world-class!

Connect