CPI Business Solutions
A perfect score for a year means that EVERY response scored a 9 or 10 when asked "On a scale of zero to ten, how likely are you to recommend us". There are years when no dealer scores this, we have only had one dealer achieve it 2 years in a row. See here for how difficult this is.
Satmetrix defines World Class Service as: A score with a NPS above 70. The average US company has a Net Promoter Score of 10. Given the NPS range of -100 to +100, a “Positive” score or NPS above 0 is considered “Good”, +50 is “Excellent,” and above 70 is considered “World Class.”
Net Promoter Score is the worldwide standard for measuring customer satisfaction. It's a scale from -100 to +100 with 10 the current average for a US company. 100 is the best possible, -100 the worst possible.
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.Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld
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. (ID230)