26m
After service surveys
2.6m customer surveys undertaken (post service visit) in 2020 with an average score of 4.8 out of 5, in both Pest Control and Hygiene.
Service & innovation
Leaders in innovation and digital.
Trusted brands at a time of crisis.
Explore
Our approach
Rentokil Initial is the world’s leading commercial Pest Control and Hygiene services company – with a purpose of Protecting People and Enhancing Lives. Our approach to responsible customer management combines global expertise with local insight and execution. To achieve this, we are highly committed to leadership in innovation and digital, best practice product stewardship, and policies to provide a high-quality and responsible service for our customers. Our culture remains key to our success – by getting it right for colleagues, they will get it right for our customers.
In this section you will find quick links to Innovation and Digital, Product Stewardship and Case Studies on PestConnect and the launch of Disinfection services.
Service & innovation – download this section2020 metrics
5 stars
Trustpilot score
5 stars for Rentokil and Initial in the UK from over 4,000 reviews each.
+150,000
Internet of Things units in the field
Over 150,000 PestConnect units in customers’ premises (2019: 80,000).
26m
After service surveys
2.6m customer surveys undertaken (post service visit) in 2020 with an average score of 4.8 out of 5, in both Pest Control and Hygiene.
5 stars
Trustpilot score
5 stars for Rentokil and Initial in the UK from over 4,000 reviews each.
+150,000
Internet of Things units in the field
Over 150,000 PestConnect units in customers’ premises (2019: 80,000).
9m
PestConnect data usage
9m messages sent or received each day on average during 2020.
89.4%
State of Service
Reflecting temporary premises closures during the pandemic (2019: 97.2%).
↑20%
Web traffic
Web traffic increased by almost 20%, with a 60% increase to Initial websites.
80%
Innovation pipeline
80% of our innovation pipeline is non-tox or sustainable.
9m
PestConnect data usage
9m messages sent or received each day on average during 2020.
89.4%
State of Service
Reflecting temporary premises closures during the pandemic (2019: 97.2%).
↑20%
Web traffic
Web traffic increased by almost 20%, with a 60% increase to Initial websites.
80%
Innovation pipeline
80% of our innovation pipeline is non-tox or sustainable.
The future is digital and data driven, which leads to more targeted propositions based on customers’ exact needs; a revolution that is already happening in Pest Control. The future is also diverse and I’m a huge champion of Women in STEM.
Lizi Jenkins
Group Innovation Director
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Leaders in innovation
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The Company was formed by an innovation to control Deathwatch Beetle in the 1920s and ever since, we have continued to innovate to meet customer needs. Around 50% of our innovation projects have been generated in-house, either by our Science and Innovation team or as a result of insights gained from our businesses around the world. Around 80% of our innovation pipeline is now either non-toxic or sustainable.
Innovation is a core component of our success and embedded within our cultural DNA. We encourage and empower all our colleagues to innovate with the desire to improve customer service.
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Product stewardship
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Safe use of our products is a major consideration in developing and delivering new and existing services. Training and safety information sheets are available online for each product. We have an Authorised Product List (APL), with a Pink Note authorisation being required for any operation that seeks to use a product not on its APL.
We are proud of the way our teams across the world pivoted at great speed, to launch emergency Disinfection services for our customers in over 60 countries at the start of the pandemic.
From food retailers to pharmaceuticals, public transport and e-commerce companies – we played our part by protecting our customers and employees.
Rentokil has developed and rolled out the world’s leading digital pest control platform, providing an unmatched level of monitoring, reporting and insight for our customers who face the risk of increased fines and censure, without effective pest management and reporting.
PestConnect is the world’s most advanced digital system for pest control and the ‘world’s smartest mousetrap’. It provides our customers with a completely remote pest detection solution and full traceability.