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 customer are.
Here at Barlop Business Systems we have a a system that allows us to capture feedback after every service call.
Our Clients receive surveys after every service call and order they place. When the surveys are returned, a program we use called, CEO Juice calculates Net Promoter Scores for the copier / imaging channel in North America and “certifies” the numbers as accurate. The process is automated by us and the numbers can not be changed by our clients. We are proud to have World Class Service for 4 years in a row!
World Class is NPS score above 70. The average US company has a Net Promoter Score of 10, making World Class is quite impressive! Given the NPS range of -100 to +100, a NPS score above 0 is considered “Good”, 50+ is “Excellent”, and 70+ is “World Class”.
Barlop's 2021 end score is 85!
Net Promoter Score (NPS®) has become the world standard for measuring customer satisfaction levels. Rather than saying we have the “Best” service we use a 3rd party company to automate follow up messages to our customers including getting feedback and tracking NPS®. CEO Juice is an independent A.I. company with an audited process where every step is controlled by them, the numbers cannot be changed even if we show our customer gave us a low score in error. NPS® is a scale of -100 to +100 and is based on the single question “How likely are you to recommend us to a friend or colleague.” Like revenue or profit it needs to be for a period of time.
Barlop is proud to be awarded World Class Service for 8 years in row!
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.
Check out what our client say about us https://www.barlop.com/review
