Best Manufacturer/Supplier Customer Service
Manufacturer: RKW
Entry Statement
RKW’s customer service model supports the full journey, from retail partner onboarding and order fulfilment through to end-consumer aftersales care. As a major supplier across housewares and small domestic appliances, RKW recognises that strong service is essential to retailer confidence, operational performance, brand trust and long-term customer loyalty.
RKW works with more than 5,000 retail partners nationwide, including independents, national retailers, grocers, online platforms and department stores. This scale is supported by dedicated account management, giving partners clear points of contact, efficient communication and proactive support across day-to-day trading, product launches, order management and issue resolution.
The business is structured to support partners at every stage, with in-house teams across buying, product development, QA, logistics, marketing, design and customer care. This joined-up approach ensures retailers receive accurate product data, launch support, packaging and digital content, marketing assets and POS materials, helping them present products clearly and trade effectively.
Operational reliability is central to RKW’s service offering. The company’s 750,000 sq ft distribution centre in Staffordshire supports efficient stock movement and fulfilment across a large product portfolio. Annually, RKW despatches over 5 million units of stock, more than 100,000 B2B orders and over 1.2 million B2C consignments. Despite this scale, the business maintains a 99.2% fulfilment rate, with an average time to despatch of just 16.5 hours.
RKW’s drop-ship capability also enables direct-to-consumer fulfilment on behalf of retail partners, helping them expand range availability while maintaining a smooth customer experience. As ecommerce expectations evolve, RKW is managing greater order complexity, with multi-line ecommerce consignments growing by 33% year on year.
RKW’s commitment to service also extends to end consumers. Through its owned brands, the business provides accessible aftersales support across product enquiries, troubleshooting, warranty assistance and returns. Between January and April 2026, RKW’s front-office customer service team solved 58,537 tickets and answered 24,020 customer calls, while maintaining a 90% SLA achievement rate. The team achieved a median full resolution time of 14.2 hours, with 64.8% of tickets resolved in one touch.
This quality of service is reflected in independent customer feedback. RKW currently has five Trustpilot accounts rated Excellent, including Tower, Swan and Burco at 4.5, Redring at 4.6 and Andrew James at 4.3. RKW also holds two eBay accounts with Above Standard status, including two rated as Top Seller, further demonstrating reliable ecommerce service performance.
By combining dedicated account support, operational scale, reliable fulfilment and accessible aftersales care, RKW delivers a consistently high standard of service across every touchpoint. This end-to-end approach strengthens its reputation as a responsive, trusted and reliable supplier.
Entry ID: 5682
