Our Thermocopy Net Promoter Score

From servicing copiers and printers to innovative software support, we’ve always made a top priority of earning the enthusiastic loyalty of our customers. In addition to other feedback we receive, the Net Promoter Score provides an opportunity to understand the impact of our actions on customers. It helps us understand how we can build on what we’re doing right and define areas where we can improve, to give our customers a better experience with Thermocopy.

Net Promoter, developed by Satmetrix, Bain & Company and Fred Reichheld, is now the worldwide standard for organizations to measure, understand, and improve their customer experience. The Net Promoter Score, or NPS®, is a straightforward metric that helps companies and every employee understand and be accountable for how they engage with customers. The Net Promoter Score is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors.

By asking one simple question — How likely is it that you would recommend Thermocopy to a friend or colleague? — our independent, certified NPS partner can track these groups and get a clear measure of Thermocopy’s performance through our customers’ eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:

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Promoters (score 9-10) are loyal enthusiasts who will keep choosing to do business with the company and refer others. Passives (score 7-8) are satisfied but unenthusiastic customers who are “neutral” about their customer service experience. Detractors (score 0-6) are unhappy customers who do not have a positive opinion of the company and/or their experience at this time.

NPS scaleThe Net Promoter Score is calculated by taking the percentage of customers who are Promoters and subtracting the percentage who are Detractors.
NPS calculation

Our customers are most often surveyed following a sales or service call, and all responses are compiled and calculated on a monthly basis by an independent, certified NPS partner that specializes in our industry. The year-to-date U.S. average for our industry is 88.5. Among Copier Dealers Association (CDA) members participating in the NPS program, Thermocopy is all-time ranked #1 with a year-to-date average of 96.5.

The NPS process provides valuable information for measuring customer satisfaction and loyalty, and insights that help us create a short-cycle closed-loop feedback, learning, recovery and action process. If you would like to learn more about our Net Promoter Scores, or would like to send us feedback, please contact your Account Representative today, send us a message online, or call us at (865) 524-1124. We look forward to hearing from you!

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