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 Stone’s Office Equipment 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.
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.
How Stones Has Scored in 2016
We take customer satisfaction seriously. Each month, our customers are surveyed. Doing so not only allows us to keep a pulse on our clients, it also give our customers frequent opportunity to voice concerns or to let us know how we can do better. When we get feedback, our staff responds swiftly to ensure complete satisfaction.
In 2016, using survey data through the month of June, Stones Office Equipment has received a score of 98.3 – much higher than some of the most revered brands, including USAA, Southwest, Amazon, and Apple.
For more detail, download our June 2016 NPS scorecard.