The Hilditch Group, the leading specialist auctioneer of used medical equipment in the UK, has released the findings of its latest customer satisfaction survey, showing very high approval ratings from its international buyer base across all key service metrics.
The survey, which received 43 responses from customers spanning Europe, Africa, Asis and the Americas, and beyond, demonstrates the company’s strong reputation built over more than 35 years of operation.
Key Survey Findings
According to the survey results, Hilditch Group achieved:
- Overwhelmingly positive ratings for responsiveness, with customers consistently highlighting “fast response times” and “excellent communication”
- Strong approval for quality standards, with buyers praising the company’s engineer reports and condition assessments as “accurate and invaluable”
- High satisfaction with the auction experience, with particular appreciation for the company’s hybrid approach combining live webcast auctions with timed online sales
- International customer loyalty, including long-term clients who have been purchasing through Hilditch for over 10 years
Customer Service Excellence Stands Out
According to customer feedback criteria, the most common strengths were our responsiveness and communication quality. The office team’s availability and responsiveness were also noted by several overseas purchasers.
“The speed with which you respond to my needs is excellent,” noted one respondent, while another long-term customer stated: “I have a very good relationship with your colleagues… through the last 5 years that I do business with you, I have a very good communication solving problems.”
One buyer who established their business in 2013 credited Hilditch as instrumental to their success: “Thanks to Hilditch, I can run my business as I planned from the beginning. I’ve never had any issues with purchases, payments and collections.”
Diverse Equipment Range Serves Specialist Buyers
The survey revealed the breadth of Hilditch Group’s medical equipment categories, with customers valuing items across:
- Imaging equipment (ultrasounds, C-arms, radiology)
- Endoscopy and laparoscopy systems
- Laboratory and histopathology equipment
- ICU and anaesthesia equipment
- Dental and ophthalmic devices
- Mobility and ambulance equipment
“The ultrasound systems that I mainly buy from you are in very good condition. I am always very happy doing business with you,” shared one specialist buyer focused on imaging equipment.
Engineer Reports Build Buyer Confidence
A recurring theme in customer feedback was the value of Hilditch Group’s in-house medical engineering team, which provides detailed condition reports and equipment testing.
“Engineer reports add confidence in buying,” explained one respondent, while another described them as “accurate and invaluable” when making purchasing decisions.
Areas for Continuous Improvement Identified
Positive feedback was also collected during the survey, indicating that Hilditch Group is committed to continuous improvement. Some of the improvements proposed by customers included:
- Further depth to our engineers condition reporting
- Delivery services to international customers
- Extended terms for collection of purchases
- Cost optimisation of packaging without compromising packaging protection.
Supporting Global Healthcare Equipment Redistribution
Hilditch Group operates with more than 90% of the acute hospitals in the UK and with the majority of private healthcare groups, handling valuation, collection, resale, and redistribution of used medical equipment. The company holds more than 25 one-off auctions every month, featuring more than 2,000 high-quality lots of used and ex-demonstration goods.
The survey results highlight the company’s purpose: to facilitate the sustainable redistribution of used medical equipment, enabling healthcare facilities worldwide to access quality pre-owned equipment and helping sellers recover the value of their devices.
