Trusted Marketplace
Supporting customer success through trusted relationships, solutions, and business practices.
The Customer Experience Governance Program defines how feedback is collected, analyzed, and acted on across the business.
- At RB Global, customer feedback helps shape improvements to marketplaces, services, and the overall experience.
- A Quarterly Voice of the Customer report summarizes key metrics and recommendations.
- Using customer insights and feedback data, teams across the business regularly review trends, identify opportunities, and prioritize improvements to make buying and selling easier, more transparent, and more efficient.
Customer-First Commitment
At RB Global, the company doesn’t just facilitate transactions; it builds relationships, dedicated to being easy to do business with and earning trust by consistently over-delivering on commitments.
- Global Reach: Access to a massive buyer base for vehicles and commercial assets.
- Easy to Do Business with: Making buying and selling easy every time.
- Tailored Solutions: Solutions are built around each customer's needs rather than a one-size-fits-all approach.
IAA's Transport team used customer feedback on delivery times and communication to make concrete changes: proactive weekly order updates, new tracking and notification tools, and closer coordination with transport vendors. The result: a 5-point Net Promotor Score (NPS) lift year over year, 17% revenue growth year over year, and long-haul delivery volume up more than 25%*
*As of 12/31/2024.
Data is Secure. Our Defense is Deep.
RB Global protects its organization, customers, and people through data security and privacy practices, backed by policy, training, and a dedicated cybersecurity team.
Our Strategic Approach
- Since Q4 2025, the cyber maturity assessment has been conducted on a continuous, quarterly basis, mapping to the NIST framework with a defense-in-depth approach across multiple tools and processes.
- A Data Privacy Committee sets strategy and policy on data privacy and protection.
- A Security Steering Committee meets quarterly to review security policy, risk, and incident impact.
- The Cybersecurity Operations Center (CSOC) monitors, detects, and responds to threats around the clock.
- All team members complete mandatory annual security awareness training that is refreshed each year, plus monthly phishing simulations.
In 2024, RB Global brought in outside consultants for a privacy maturity assessment, completed a cybersecurity tabletop exercise, and was audited for SOX and SOC 2 Type II (IAA)
Approach
- Three board committees oversee governance: Nominating & Corporate Governance Committee, Audit Committee, and Compensation Committee.
- Our Code of Business Conduct and Ethics is delivered through mandatory annual training and backed by a confidential, third-party ethics hotline.
- Significant ethics cases are reported to the Audit Committee, and case categories and counts are reviewed every quarter.
Governance & Ethical Excellence
RB Global’s reputation is built on honesty and integrity with its customers, people, investors, and communities, supported by strong board governance and a company-wide culture of business ethics.
The Board has an annual assessment process for the Board, its committees, and individual directors. The process is administered by the Nominating and Corporate Governance Committee, and the results of each annual assessment are shared with all directors. The Board actively changes its evaluation process and focus periodically to ensure maximum value and impact. For the past several years, the Board has completed an open-ended series of questions around the most critical issues facing the business, the Company’s strategy and Board effectiveness, had a thorough discussion and developed specific actions in response.
The Board and the Nominating and Corporate Governance Committee consider diversity in the broadest sense, including individuals from designated groups, in selecting potential director candidates and candidates for executive positions.
Board diversity: 30% women (up from 18% in 2023); 20% of directors are racially or ethnically diverse.
95% completion rate on Code of Business Conduct and Ethics training in 2025.