Numbers really do matter, especially when given as an indication of customer satisfaction. That's why at ABE we participate in a customer service survey, sent out after every service call by our technicians. The Net Promoter Score®, or NPS®, measures customer experience through a survey consisting of a two-part questionnaire. The first part asks your customers to rate your business, product, or service on a scale of 0 to 10. The second question is open-ended, asking why the specific score was given.
We gain valuable feedback on areas where we can improve directly from our customers using the Net Promoter Score question, as follows:
"Considering your complete experience with our company, how likely would you be to recommend us to a friend or colleague?"
According to the creators of NPS, the average company scores +5% to +10%—basically, this means they have about the same number of customers who dislike them as those who love them. Within the NPS range of -100 to +100, a “positive” score or NPS above 0 is considered “good”, +50 is “Excellent,” and above 70 is considered “world-class.” The big leaders in customer experience, such as Apple and Amazon, generally score in the 70s and 80s.
Those benchmarks go to show why we're justifiably proud of our average NPS score, which fluctuates between 92-97.
But take a look at the most recent screenshot of our results, above. We're quite proud to have attained an NPS score of 100, an indication that our efforts to take care of our customers are really paying off!
We’re more grateful than ever to have been entrusted by so many companies to provide their office technology, and we’re thrilled to have earned such high marks for the work we’ve done.
There's no reason to settle for mediocre service for your copier, network security and/or hardware, or phone system. If you're not happy with your current provider, why not give ABE a call at 828.210.4330, or drop us an email? We have so much to offer in terms of industry knowledge, service and support—we'd love to help your business succeed.