Many companies proudly claim they offer the “Best service in the business,” yet few have a concrete method to measure customer satisfaction. At KDI Office Technology, we believe that true excellence in service goes beyond claims—it requires reliable feedback mechanisms and continuous improvement. This is where the Net Promoter Score (NPS)® system comes into play, helping us gauge customer happiness after every service call.

Understanding the Net Promoter Score

The Net Promoter Score is a loyalty metric that holds businesses accountable for customer satisfaction and drives customer-centric improvements. It’s a simple yet powerful tool that measures how likely customers are to recommend a company’s services to others. According to www.netpromoter.com, the average NPS for North American companies is around 30. However, some well-loved companies achieve impressive scores in the 70s and 80s, reflecting exceptional customer loyalty. Notably, companies like USAA, Starbucks, T-Mobile, Tesla, and Amazon also utilize NPS to evaluate their performance and enhance their customer experiences.

The NPS Process at KDI

At KDI Office Technology, we use the NPS system to capture and analyze customer feedback consistently. After each service interaction, we send out surveys to our customers, asking them to rate their experience. This feedback is invaluable in helping us identify areas of excellence and opportunities for improvement.

For June, our NPS was an outstanding 94.00, with a survey return rate of 7.53%. This score places us among the top performers in North America, ranked 128th. Out of 664 surveys sent, we received 50 responses, providing us with a robust sample to assess our performance.

Looking at our year-to-date (YTD) performance for 2024, our NPS stands at an impressive 90.54, ranking us 195th in North America among US and Canada copier dealers using the NPS system provided by CEO Juice. We have sent out 5124 surveys this year, receiving 349 responses, yielding a return rate of 6.81%.

The Impact of NPS on Our Business

The NPS system doesn’t just measure customer loyalty—it fosters a culture of accountability and continuous improvement. By making this metric understood at all organizational levels, it promotes a customer-centric mindset and drives performance enhancements. Here’s how it benefits our business:

– Customer-Centric Change: Feedback from NPS surveys opens doors to meaningful changes that improve customer experiences.

– Performance Accountability: Employees at all levels are aware of how their actions impact customer satisfaction, leading to heightened accountability.

– Profitable Growth: Using customer feedback to guide business strategies fuels sustainable growth and customer retention.

Verified Results

Data collection and NPS verification are based on a recent global study by Satmetrix Systems, powered by CEO Juice Inc. This third-party verification ensures the accuracy and reliability of our NPS results, reinforcing our commitment to transparency and excellence.