Main menu

Customer Survey Results: The People Behind the Scores

We’re proud of our customer satisfaction surveys and our many all 5-star reviews on Google, Facebook and the Better Business Bureau—but we also recognize that we wouldn’t have that customer recognition and appreciation without the people behind our numbers: Meet the members of the ABE Imaging Tech team, always ready to ride to the rescue with parts, supplies and problem-solving expertise!

With a combined total of 262 years of industry experience and 3,181 training certifications for almost 6,000 machines in the field from Konica Minolta, Canon and Kyocera, ABE techs draw upon a wealth of continuously updated industry knowledge and training to keep your machines running smoothly, from a stand-alone desktop unit to a networked MFP copier, and a wide format to a high-volume production printer. 

How do we know our customers are pleased with their service? It’s simple: we ask. After every service call a client is sent a Net Promoter Score (NPS) Survey with a critical question:

"Considering your complete experience with our company, how likely would you be to recommend us to a friend or colleague?"

NPS is the gold standard of customer experience metrics. The monthly NPS average score ranges from minus 100 to plus 100, with positive scores divided into 3 categories:

  • Good: a positive score above 0 
  • Excellent: +50
  • Above 70: “world-class” 

To put these numbers into perspective, in 2018, Netflix had an NPS of 64, PayPal scored 63, Amazon 54 and Google 5. Not only is Advanced Business Equipment's NPS consistently above 90, placing us amongst the nation’s top customer-centric companies, but we recently achieved a perfect score of 100.

Our customers often request our service techs by name and emphasize how pleased they are with the speed of service, the technicians' friendliness and their prompt explanation of what the problem was. And judging from customer testimonials, they definitely appreciate the frequent on-the-spot training demonstrations of what to do if the situation presents itself again! 

We recognize the importance of and are grateful for post-service survey results, both because positive reviews are a confirmation of great service and support after the sale, and those few less-than-positive reviews are addressed promptly and taken as an opportunity to learn to better serve our customers.

Our team of technicians plays an essential role in our mission of providing excellence in customer service. If you're already a satisfied ABE customer, share this article with a friend! And you're looking for team players to help your business succeed, let us know.