Client Satisfaction Survey 2015
In December 2015, we held our 7th annual client satisfaction survey, asking all VMI clients who had hired from us in the previous 12 months exactly what they thought about us and 143 of you told us!
Most importantly, 139 of you voted VMI a whopping 4.7 on customer service (3 is average, 4 is good and 5 is excellent) and we are thrilled that you consider that we are delivering at this level!
2014 Compare with 2014 VMI Client Survey.
2013 Compare with 2013 VMI Client Survey.
Of those who answered, fully 94.3% of you consider VMI to be either your favourite or in one of a few favourite hire companies and 94.4% say that they would recommend us to others!
All told, we had 143 fully completed questionnaires and they are summarised for you here.
They answered that we rated between good and excellent on all factors without exception and we have picked out some of these for you below from the survey.
This on-line survey was carried out independently by Constant Contact and was totally outside VMI’s control.
Of these respondents, 94.3% considered VMI to be either their preferred supplier or one of a couple of preferred suppliers.
It is important that we represent a good deal and are competitive and you confirm that we are!
VMI Clients Recommend VMI to others!
Finally, the best proof of whether we are doing a good job is whether you would recommend us to others - as you can see, overwhelmingly you would, so a big thank you from VMI for all who have contributed!
From this, these are some of the comments which were left – we enjoyed them so much, that we wanted to share them with you!
"Have had a brilliant response with every enquiry and although not always the cheapest - I 100% believe in the service and feel confident I won't be let down. Always helpful with good technical feedback and recommendations when needed." Gems Productions
"I hired the Float Cam rig from VMI to shoot my final degree show project - I had an excellent experience and was able to try out the rig before going ahead with the hiring. Alastair Wilson was excellent in organising the rig and offered me a student discount which was very much appreciated. I always recommend VMI." Julia Emily Parks
"You guys are great. Excellent service, helpful staff, never had a problem with any of the kit. Thank you and keep rocking in 2016." Luke Sun Media
"The team have been very friendly and helpful :)" DRP Group
"Stuart is a bloody legend. Very helpful and very patient when I consistently change kit 18 times before a shoot! Keep up good work..." Will Currie, Vertical Productions
"The team have been very friendly and helpful :)" Joanna Thapa
"Always lovely!" Adjust Your Set
"Ove the years (about 30) the Hire Co - now VMI have provided an excellent and very friendly service. I consider them to be more friends than 'suppliers'."
"Generally, everyone we worked with at VMI was courteous and helpful." Bru Productions
"I have been hiring from VMI for more years than I care to remember. Always a pleasure to deal with you. Delighted that you relocated from Dollis Hill to Acton so close to our own premises, Very handy !" Rob Briancourt, Torpedo Factory
"We love VMI and we will continue hiring from you guys. If you provide us with great prices and true go film packages by minimising the number of cases we will love you even more! Best from the Olyvon team." Stamos Birsam, Olyvon Productions
"I never expected to be so well looked after. I met Barry Basset when he first set up the business and tried to hire me his new video cameras which he said was the future back in 1996. I was still shooting music videos on film back then. Its so exciting to see how successful he has made the business today. Delighted with the team he has." Video Depositions
"Great service at VMI!" Lee Thomas, Camera Operator
"My rental was my very first video shoot. Your technical expertise and advice was invaluable. Very happy with my VMI experience and will certainly be coming back if another video commission comes in." Charles Shearn, Photographer
"I love working with VMI. Always helpful, always really nice people to deal with, always very knowledgeable and always good on price. Big thumbs up from Happy Tramp." Karen Morton, Happy Tramp Productions
"Special shout out to Jeff how was amazing." Shared Syndicate Productions
"I love the floatcam and the Panther flexigrip - sliders that are really good and not too expensive can really help create something with a more high end feel on a lower budget. Whereas the cheap dslr sliders tend to just make me cross because they aren't smooth enough. So more good inexpensive slider options would be good in my view!." Gabi Norland, DoP
"I have dealt with many different hire companies, and VMI Bristol is the best. This is due to the friendly knowledgeable staff, and absolute attention to detail with the equipment."
"Thanks for helping with the Vulcan shoot. Shame it's no longer flying otherwise I'm sure I'd be using you again. Oh, and get another courier!!"
"I found the level of customer service to be excellent and with the range of equipment available I will definitely be a repeat customer next year. Thank you again for making the process so easy!"
"I found the level of customer service to be excellent and with the range of equipment available I will definitely be a repeat customer next year. Thank you again for making the process so easy!" Scot Munrow, Lightworks Productions
"I really enjoy working with VMI and the customer service is great!" DMS Productions
"Keep up the good work, guys. Happy Christmas!" Pourdfoot TV
"The service is excellent and I found Jay the delivery driver to be extremely helpful on our last hire. Glad to be hiring from VMI for the third time in 6 months." Chris Geden, DoP
"Excellent service and a great range of kit at competitive prices." Live Productions
"Robert Brown has done a decent job!" Animal Vegitable Minearal TV
"Please don't change how VMI Bristol work, their local knowledge and skills and help are immeasurable." Technical Hire
"Jay and the rest of the team are great when we pick up equipment. Top Guys" We are Iris
"I've dealt with Ally in London for many years and have always had a great service. He is my go to guy in London. Just recently I've dealt with Jeff in Bristol. Again, very happy with the service, and now he is my go to guy in Bristol." The Lens Foundry
2014 Survey Comments
"I am very fond on VMI and all the staff they employ some of whom I have known a while” Hugo Levien, DoP
“They were very fast at putting together a whole camera package without much notice!” Joanna Corbett
“Great service and very helpful!” Anabel, Buckland Productions
“Awesome from start to finish of every contract” Aaron, 2 Shoes Productions
“Big thanks for Vmi's support, this year, as per usual!” Rob Curley, Double Negative
“Thank you for your help this year!” Sarah Baker, Republic Publishing
“When my cameraman realised, the day before our shoot, that the camera we had booked didn't shoot on HD as we thought the camera was exchanged for another the following morning very efficiently without extra cost and the shoot proceeded as planned.” Dorothy Leiper
“Gary Davis was superb! He went above and beyond the call of duty and I will definitely be contacting VMI through him again!” Alexa Morris, OWAC
“You guys are very fast and reliable, when I put down the phone to the VMI, my producer related stress levels drop.” Richard Gold, RGM Productions
“I appreciate VMI's customer service most of all - very flexible, patient, polite and efficient.” Helena Wright, Proudfoot Productions
“Alaister Wilson has been great.” Graeme Montgomery
“VMI is a great company, well located and often the best customer service of most suppliers… If budget was no issue I would probably only order from VMI.” Aid Asseril
“kit and service is always first class. Very (very) infrequently things have gone wrong and most importantly there has been no dodging the responsibility and every effort made to put things right immediately which is a credit to VMI” Dan Haddon, WLCMS
“Thanks for a great year!” Adam Shakinovsky, Bru Productions
“Stuart Neate was great helping us on a production he's definitely one of the reasons we come back to VMI. Overall good equipment and very helpful staff.” Iris Maor, Duck Media
“Very impressed with the level of service. VMI is competitive price wise, maybe slightly higher than competitors but we value never having had any problems with your service, so the pricing seems fair to us. Looking forward to hiring in the new year!” Matthew Lawes
“Gary Davis has the patience of a saint! And it really helps me to have some one's who's always so calm & approachable no matter how many times I'm changing the kit order/booking. Thank you Gary” Kim Chapman, Wing TV
“Fantastic customer service! I had a problem with corrupt video on a Cfast card. And I was given the upmost help with restoring my data and solving my problem.” Martin Athanasiou
“It's all good. Stuart is always extremely helpful and your kit is always great.” Will Currie, Vertical Productions
“Have always received excellent service from VMI.” Betty Evans, Betty TV
“Great service”Ashwani Chopra, Black Prince Feature
“Gary was outstanding and very patient, dealing with me as an individual and making the whole quoting back and forth process really easy. Your work ethos seems to mirror our own and I wouldn't hesitate to use you again. Give Gary a pay rise ;) he should have one for having to deal with all the people like me in this industry :)” Emma Gaston, Gun Hill Studios
2013 Survey Comments
“I was recommended VMI by Adam Evans of Cantos a few years ago and since first couple hires, I don't shop around anymore. You guys are always on top of it,kit is great and service is personal although I'm a small fish in the game. Really appreciated Stuart's extra help on my Bentley film too. Only thing, be great if you lowered free delivery again! Al” Alex Kryazkiewicz, Ostia Media
“First time but will not be the last - Midsomer Murders was a delight.” Ian Strachan, Bentley Productions
“Thank you all. Enjoy using VMI - good relationship with Ali, Stuart, and the drop off guys. Always keen to find a solution to help us, all in all very happy. Will definitely keep recommending.” Brodie Lea, Lightweight Media
“Whilst VMI are slightly more expensive than other suppliers, you are very reliable and trustworthy, which when I can afford it is more than worth it. I've been working with Stuart Neate for a few years now and he's always been very helpful and efficient.” Sam Palmer, Akauk
“Barry and his team are always quick to respond to any of our queries which is very important as this often affects the speed a quote can be submitted to our clients. Even though we are a minor customer based in the Channel Islands we always feel that we are taken seriously and we would certainly recommend VMI and they remain our first port of call.” Tom Killick, Spike Productions
“Fantastic service. Only recommendation would be sending a notification email that the equipment has been returned back at VMI safely.” Rob Collins, Tailwind Media
“You folks were genuinely excellent. Amazing customer service (especially considering the hassles I had with my job). You were happy to put things on hold, send me serial numbers, accept delays etc. I couldn't have asked for you to be any more accommodating and I would happily use you again in the future. You rock !” Dan Holt, Edge Picture Company
“VMI have been excellent. Love them, Adam” Adam Evans, Merchant Cantos
“Superb service. Outstanding customer service. Very friendly and helpful.” George Leney, Edelman
“Really great service from friendly and knowledgeable staff” Louis Neethling, Mutt and Jeff Pictures
“Excellent service from VMI on both productions. Top class camera equipment.” Betty Evans, Boom Pictures
“Thanks for the help and support and for doing good deals for us - as a startup it means a lot” Miles Bullough, Wildseed Studios
“I had such a good experience with VMI. Without VMI and Barry's consideration and help the shoot I desired would very likely not have taken place. For that I will ever be grateful. It was a very personal service and the team at VMI were super friendly.” Stevan Riley, Anima Productions
“Only that the continuing expansion of accessories and kit available helps us keep all our rentals with VMI, so keep it up!” Tom Booth, Adjust Your Set
“Great support from the team” Fiona Lloyd David, Studio 9 Films
“Gary is simply excellent and always goes out of his way to help” Molly Clifton, Scorch London
“This is the first time I have ordered with VMI, but expect to much more in the future. This is why I am unable to comment on the vehicle section - I didn't see it.I have also as yet not received an invoice, but it was only a couple of weeks ago so this is ok.Only negative was the driver coming to the wrong place for pick up ,but he happily corrected” Angela Culling, Princess TV
“I have had nothing but exceptional service at VMI with incredibly competitive prices. I will be coming back on my next hire.” Caroline Bridges
“My entire experience with VMI has been outstanding and I look forward to building a long relationship with you.” Andrew David, Methodworks Productions
“I also love the care you take and the offer of in house training or run throughs on unfamiliar equipment. Generally all good!” Dave Glass, Smyle
“Was an excellent experience. And coming from a prod co in Dubai (having lived and worked in industry in London for 20 yrs +) was refreshing to find a rental company that was all about service and was also competitively priced and helpful. You guys should open in Dubai!! Id happily partner with you as we need a great rental house here!” Shane Martin, Boomtown Productions
“Working with VMI is normally a very good service and good experience always helpful and knowledge of cameras is good. They are our preferred camera house of choice. However sometimes we can get a better price from another supplier. We always try to use VMI when possible. We don't hire too often as we also own our own cameras as in house” Owen Smith, Redskin Media
“First class service, a very good variety of equipment that is always well presented and checked and comes with all the accessories required and competitively priced. Staff knowledge that is first rate, and a willingness to help that goes beyond the call of duty.” Tony Serpini, Serpini Pictures
“ ‘If Carlsberg made TV and Film equipment hire companies……’ Barry Bassett and team - thank you so much for your help, really appreciate :)” Nick Pawley, National Film and TV School
“Keep up the good work” Stephen Roach, Merchant Cantos
“Stuart Neate seems to be our main contact at VMI and he has always been extremely helpful and easy to deal with. He is always happy to accommodate our requests.” Joe Hallgate
“There's not much to be improved! It's so exciting to see VMI going from strength to strength. I hired my first camera from you when I was 18 back in 1998 so it's good to have kept working with you for 15 years (that makes me feel old).” James Morton-Haworth, Gramafilm
“We really appreciate the broad range of kit you hold and your ability to cross hire anything else. MANY THANKS!
nope. just a big thanks for all your help this year!” Rob Curley, Double Negative
“Only to express my appreciation to VMI for their patience and understanding with regard to a number of our hires when equipment has been returned late or with items missing.” Graham Herkes, Propeller TV
“Ali Wilson has been especially helpful with dealing with these issues and with bookings in general. All very satisfied. Thanks!” Henry Collins, Cinema Campesinos
2012 Survey Comments
“Very happy with all aspects of VMI, and I always recommend to friends and colleagues. The open days are very useful.
Thanks!” Nick Elliot, Lux Monkey
“It's great when I go to VMI and the staffs give me the points to be careful about the camera settings and sometimes label the equipment to remind the cameraman. I feel the customer care is good.” Kenji Kitajina, Don Productions
“We have been very happy with the level of service we have experienced with VMI” Steve Perry, Ink Films
“Our kit orders are usually quite small so I can't answer all of these questions with certainty- however, VMI works for us and I'm very happy with the service we receive”. Rebecca Machin, Alzheimers
“GREAT COMPANY, FANTASTIC PEOPLE!” Tony Vouniotis, DoP
“All good, I haven't made a film for a little while and I was from the film stock generation of film school students. The guys and girls at VMI helped me get up to date with the digital advances, very cool very knowledgeable.” Ben Coen, DoP
“It was a pleasure to come and hire but a visit to VMi is always so much more...great technical advice from Kevin and Gerard. Keep Calm and Carry on!”, Barbara Nicholls, Line Producer
“Keep up the good work!” Rob Chan, Bokeh TV
“Great service and a good range of equipment.” E.samuel
“You can always guarantee a very high standard level of customer satisfaction.” Rusty Foulkes, DoP
“Good service, great range of DLSR kit” George Derrick, INP Media
“I appreciate the very personal service I always get from VMI and the interest they take in putting together the right package of equipment for a price that works for my commissions which are often very modest budgets” Fiona Lloyd Davies, Studio 9 Films
“I have had a great year using VMI products, you have helped my work improve by offering me fantastic deals and also options when my desires were larger than my budgets. I cannot say thanks enough” Stuart Nicholas White, DoP
“As early adopters of new cameras, I am using VMI more that some of the more traditional houses I have used in the past who are a little stuck in the ENG world” Jono Clabburn, Panacea Film
“Friendly staff and easy to communicate with via email” Alison Lynch, Mutt and Jeff Pictures
“Keep it up! It is all great!” Grant Raphael, The Confessional
“I am continuing to be impressed by staff, particularly Liam for going above and beyond to help with Epic info by email which really helped. Also Ali and Stuart are very engaged with gear requirements and fine detail, which is what we DOP's really need to get the job right on set.” Adam Rodgers, Hothead Minicams
“Stuart is wicked!” Olivia Boland, Bruizer Productions
“Friendly, efficient and reliable, I would only rent elsewhere if I had to!” Tom Coulson, Content is King.co.uk
“Staff are always very accommodating on the phone and willing to help us out at short notice and with strange requests!” Ellie D’Silver, C ontent is King
“Generally really good service and kit. Thanks” David Glass, Smyle
“Overall very happy with VMI as a supplier - good kit, fairly priced and provided by people that know their stuff.” Dan Haddon, Anglia Television Facilties
“I contacted VMI late Thursday evening to hire equipment for the next day. I dealt with Stuart Neate who was extremely helpful and managed to get all the account paperwork set up in record time. The kit was just what we needed and to be able to get it at such short notice for such a good price was amazing. I would definitely use VMI in the future” Sandra Tonkin, Producer
“Overall I think your service and equipment are excellent, Barry. I would quite happily use you for every job I do but sometimes clients may have their own camera/ studio their own lights and producers may have the final say in where the kit comes from - such is the world! If can be of any help Barry please do get in touch - All the best James.” James Buck, DoP
2011 Survey Comments
From this, these are some of the comments which were left – we enjoyed them so much, that we wanted to share them with you!
"The one thing I like about VMI is not matter who you talk to, you never feel like a burden. Especially with the list of demands I can have, It is nice to have someone who takes my tantrums in their stride." Emma, RGB Photographic
"VMI service is generally excellent" Laura Matthews, The Garden Productions
"Delivery (Jay) is excellent and camera Assistants (Dan Lemmon) are particular very good and with good extensive knowledge" MX
"Stuart was very good at accomodating our kit requests during the Leonardo Live VT shoots." Emma Love, Seventh Art Productions
"Always friendly, always knowledgable and very accommodating. A pleasure to do business with. A great selection of equipment and very reasonably priced." Tony Serpini, Serpini Pictures
"Myself and Big Talk Productions couldn't be more happy with the service and support that VMI have contiued to give us. Ian has been worth his weight in gold when it comes to technical knowlegde and understanding the individual needs of each production. We will continue to us VMI in 2012 as much as possible." Lyndsay Robinson, Big Talk
"Excellent service from the top down as usual." Mark, The TVB
"I have only hired a jib arm and dolly so far , but was very pleased with everything , defo coming back!" email@example.com
"MI have always been extremely helpful to me as I am not at all versed in any of the camera/sound equipment so am always please with their advice. Many thanks" Fiona
"I have a good regard for VMI and have always found them helpful & flexible." Phill Hutton, Blitz Communications
"Been a very positive experience to date, really appreciate time taken out to show us equipment on a couple of occasions. Always a swift competitive response. Looking forward to more of the same!" firstname.lastname@example.org
"Good Service all the times" Otis, AVCom
"I'm only an occasional hirer and have only ever used VMI. I find your staff extremely knowledgeable and helpful." Kate, Digileaf
"Barry was always a pleasure to work with." Lucy Tate, Sprout Productions
"I will continue you to use VMI, as your customer service skills are second to none." Andrew, New Black Films
"Thanks, you were all really helpful." Joan Humphries, BBC
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