While companies can claim to have the best service, very few use metrics to measure customer happiness. At KDI Office Technology, we have a survey system in place that allows us to capture feedback after every customer interaction. This mechanism, provided by CEO Juice, is called Net Promoter Score® or NPS® and measures a customer’s experience with us.
Net Promoter Score is a number from -100 to 100. A score higher than 0 is typically viewed as Good, above 50 is Excellent, and 70+ is considered World Class Service. Some of the most, well-loved companies such as Nordstrom, Apple, Netflix, and Costco utilize this tool to measure customer loyalty, with the average US Company receiving a Net Promoter Score of 10.
In 2020, KDI emailed over 10,000 customer surveys after each service call and installation. We are pleased to report we have scored in the “World Class Service” category for this past year with a Net Promoter Score of 85.71.
“The score each customer gives us is a marker for the experience they have had on their journey with KDI,” says Vance Stewart, KDI Vice President of Service. “We have been using this surveying tool since 2015. In each of the 6 years, our averages have consistently increased. We take the survey responses very seriously and address deficiencies right away.”
Based on the likelihood a customer would recommend KDI Office Technology to a friend or colleague, survey questions are scaled from 0-10, with 10 being the highest score. The responses are tallied by CEO Juice and assigned an average score. Scores are then ranked against national customer satisfaction score averages. Businesses are also given a stack ranking within the thousands of companies in North America who use this surveying mechanism; in 2020, KDI ranked 243 amongst those businesses.
KDI team members up to the highest levels in our organization understand the importance of this data. “It’s more than a loyalty metric but also a discipline for using feedback to open doors to customer-centric changes and improved performance,” said Rick Salcedo, KDI President/CEO. “We thank all of our clients who have taken the time over this past year to provide feedback. We are happy to hear from you and encourage all of our customers to continue to let us know how we’re doing. We are listening.”
To learn how KDI strives to meet or exceed our customer’s expectations, please visit Customer Care and KDI Guarantee. And if you’re interested in finding out more about Net Promoter, you can do so here.