Rhino 2026 Customer Survey Results

Around this time each year, we send out our annual customer survey. It helps us understand not only how our customers are finding their experience with Rhino, but also how they’re feeling about the trades industry more broadly - what’s affecting them day to day, what’s worrying them, and what’s working well.

Each year, we refine the questions to reflect what’s happening across the industry. While there are a few regulars that make an appearance (tool theft, we’re looking at you - and yes, spoiler alert, tradespeople are still hugely concerned), we also introduce new questions based on current pressures and trends.

A quick note before diving in. Most questions were mandatory and received responses from 1,194 tradespeople. Where questions were optional, the number of respondents varies. Most questions were single choice, with a small number allowing multiple answers. You can find a breakdown of the questions and answers here.

So, with that in mind, here’s what we found.

Most tradespeople couldn’t afford long off the tools

When asked how long tradespeople could afford to stop working due to injury or illness, nearly three-quarters (72.95%) said less than three months – with 28.31% saying less than a single month.

Unlike salaried roles with sick pay, many self-employed workers rely entirely on being physically able to work. Fixed costs like mortgages, rent and household bills don’t stop just because work does.

The fact that only 12.81% could afford six months or more suggests long-term disruption isn’t just inconvenient – it’s potentially catastrophic.

Fortunately, policies such as Personal Accident Insurance and Income Protection Insurance exist to help soften the blow of forced time off work. Our guide for Personal Accident Insurance can be found here and here.

Rising costs are squeezing everyone

Costs have risen exponentially over the past five years. Whether it’s in your personal life or working life, costs continue to rise and when asked about their biggest concerns, increasing costs topped the list (21.11%), narrowly ahead of tool theft (19.60%).

This reflects the double pressure tradespeople face: rising material costs on one side and customers being priced out of work on the other. Many trades are caught in the middle, absorbing higher costs while trying to stay competitive in an increasingly price-sensitive market.

It’s also telling that mental health, stress and work–life balance (15.08%) ranked higher than lack of work availability or regulation. That suggests the issue isn’t just finding jobs – it’s the strain of running a business, managing uncertainty and carrying all the risk personally.

Tool theft. Tool theft. Tool theft.

You might be surprised that it’s taken this long to mention it given its prevalence in recent years, but it’s still the topic that dominates.

According to our survey, 80.82% said they knew someone who had been a victim of tools theft. 27.89% said they had personally had their tools stolen, and 82.5% admitted that they’re worried about having their tools stolen.

The level of concern reflects how visible and frequent tool theft has become. You don’t have to go far to hear stories of tool theft. Whether it be on site, in group chats or across social media – tool theft is showing little sign of slowing down.

That’s why tool theft remains one of the biggest worries in the industry. It’s not just about replacing equipment - it’s about protecting the ability to keep working, keeping your business afloat and your reputation intact. And with over four in five tradespeople worried about it, tool theft is effectively the defining risk of modern trade work. Whilst it may not prevent tool theft, having Tool Insurance in place can go some way to covering the cost of your tools if they’re stolen. Our Ultimate Guide to Tool Insurance can be found here.

Why do tradespeople have insurance?

Please note: responses to this question were multiple choice so the percentage breakdowns do not total 100%.

Insurance plays a far bigger role in the trades than simple compliance. When tradespeople were asked why they hold insurance, the results showed that cover benefits them in several ways.

At its core, insurance is about reassurance. 77.89% of respondents said they have insurance for peace of mind if something goes wrong, reflecting how exposed many tradespeople feel to everyday risks such as accidental damage, injury, illness or theft.

Insurance also supports trust and professionalism. 37.44% said they hold insurance to give peace of mind to customers, reinforcing how cover helps demonstrate credibility and responsibility - often influencing whether a job is won.

Practical requirements still matter as well, with 30.07% saying that insurance is needed for contract or site work, while 23.45% require it for accreditation or association membership, making insurance a gateway for certain opportunities rather than an optional extra.

Finally, with the working landscape being increasingly competitive, 20.35% said being insured helps them win work, showing that customers now expect proper cover as standard.

All in all, the figures show how insurance has become a tool to protect income, reputation and long-term stability for businesses.

And what about Rhino?

Alongside understanding how tradespeople are feeling about the industry as a whole, we also wanted to take a closer look at how customers experience Rhino.

The feedback was clear. Customers consistently described Rhino as easy and hassle-free to deal with, supported by strong customer service from real people who understand the trades. Among the 914 respondents to this question, many highlighted the value for money Rhino offers, alongside the reassurance of using a provider built specifically for trades.

Most telling of all was the regard our customers hold us in. Over 98% of respondents said they are likely or very likely to recommend Rhino, underlining the trust customers place in the service they receive.

That confidence is reflected at every stage of the journey. More than 97% said it was easy or very easy to obtain a quote, an important factor for tradespeople already balancing the demands of running a business. Over 91% also said they found the cover easy or very easy to understand, pointing to clear communication and knowledgeable support throughout.