1. Measuring Customer Satisfaction
Many companies claim that they have the "Best service in the
business" but few even have a way to measure how happy
customers are. Here at Prime Office Innovations we have a
system that allows us to capture feedback after every service
call. We use the Net Promoter Score system
www.netpromoter.com
The average N. American company has a Net Promoter Score® of 10.
Some well-loved companies reach scores into the 70s and 80s
NPS® Leaders - N. America 2015
Company NPS
NPS Responses (15.82%)
158Surveys Sent NPS® % of PROMOTERS % of DETRACTORS
(9s and 10s) (0 through 6)
= -23 (92.00%) 0 (0.00%)
September NPS®: 92.00
Ranked 82 in North America*
92.0025
Detractors Passives Promoters
0 1 2 3 4 5 6 7 8 9 10
How likely are you to recommend to a colleague or friend?
Nordstrom
63
69
67
79
72
75
Costco
Apple/iPhone
Amazon
NPS scores published by Satmetrix Systems
JetBlue
USAA
NPS Responses (12.64%)
886Surveys Sent
NPS® % of PROMOTERS % of DETRACTORS
(9s and 10s) (0 through 6)
= -108 (96.43%) 0 (0.00%)
2016 YTD NPS®: 96.43
Ranked 20 in North America*
96.43
112
92
93
94
95
96
97
98
99
100
M
ar16
Apr16
M
ay
16
Jun
16
Jul16
Aug
16
Sep
16
100.0 100.0
94.7
100.0 100.0
92.3
92.0
Net Promoter Score®
Data Collection and NPS® Verification
powered by CEO Juice Inc.
Prime Office Innovations | 15776 Leone Drive, Macomb Township, MI 48042 | (877) 807-7463
The Net Promoter Score (NPS)®, is a straightforward
loyalty metric that holds companies and employees
accountable for how they treat customers. It is both a
loyalty metric and a discipline for using customer
feedback to fuel profitable growth in your business.
Employees at all levels of the organization understand
it, opening doors to customer centric change and
improved performance.
* Ranking among US and Canada copier dealers using the NPS® system provided by CEO Juice.
** Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld