CEO Juice tracks customer satisfaction levels for the majority of large dealers in North America using Satmetrix's Net Promoter Score. Last year we sent 2,345,164 survey requests and received 227,237 responses. We survey after every service call as part of the process to close the call, typically people respond when things went really well or really badly.
We added an About section to your profile when you log in to our www.ceojuice.com site (admins only), where you can tell us what software you use for CRM, Ticketing, Marketing etc.
Our ID890 process will sync meters and service calls for equipment not serviced by you, we have been asked to expand that to allow dealers to search for partners to service their ShipOuts. We added a new section under Profile called About, where you can let us know what manufacturers you service, what states you cover and whether or not you would want to share your Net Promoter Score with potential ITT partners. Note you must be logged in to see NPS scores and you can only see others as long as you are sharing yours.
We are building out a new process to help our clients manage equipment orders. From letting sales see where their order is at to auto generating the related service calls and auto changing the equipment order status. Your feedback is needed!
We are currently finishing up ID922 - Related Items and need your feedback on configuration rules.
One of the new processes we are looking to implement is around tracking & fixing incorrect customer addresses that result in a charge from UPS (or Fedex) for address correction of $13.40 per shipment. Aside from our cost to build and implement this we would have to pay a 3rd party for the validation data. This looks to be about $600 per client per year or $24k for our roughly 400 clients. Based on our feedback so far, clients are seeing UPS correction charges over $600 per month.
The early bird registration for the 2019 EUG is open. We are big fans of the EUG and highly recommend you attend. There will be 18 of the Juice team at this year's meet. Last year was the largest EUG meet ever with over 300 attendees. Please log into the EUG website, http://eug.digitalgateway.com/. After you sign in, the lower right corner will show the Calendar section and you can click on the EUG Annual meeting.
ID587 is our report to show contracts lost and won (https://support.ceojuice.com/hc/en-us/articles/207036396-ID587-Customers-on-Metered-Contracts-Lost-Won-SSRS-Overview-Sample)
Our process to survey your customers is one of the most popular things we do and tracking customer satisfaction levels from those surveys has a dramatic impact. This process is fully automated and managed by CEO Juice systems and it is almost impossible for our clients to "game" the system. Click here for our standard response when a client asks us to change a survey response.
Net Promoter Score (NPS) is the global standard for measuring customer satisfaction levels. It goes from negative 100 to positive 100. A positive 100 is the highest score possible. Like Gross Profit or Revenue it has to be quantified by time. Many of our clients can achieve a perfect score for a month but let's look at what's involved in getting a perfect score for a year or longer.
The "How likely are you to recommend our company to a friend or colleague" question is a scale of zero to ten. As some people believe you can always do better and never score anyone a 10, raving fans (Promoters) are therefore people who score you a 9 or 10. People who don't like you and if asked would say negative things about your company (Detractors) are anyone who scores you a 6 or lower. A perfect score means every single response has to be a 9 or 10, no 8s or lower.
The NPS system does not take in to account the number of responses, if a dealer gets 10 responses in a month then statistically the chances of a perfect score are better then a dealer who gets 1,000 responses in a month. CEO Juice does not calculate NPS if there are less than 10 responses in a month.
Last month (August 2018) we had 34 clients (out of just under 400) who had a perfect score. The number of responses ranged from 11 to 57.
This year to date we have 6 clients with a perfect score! Last year we had 3 clients who had a perfect score for the year.
We have one client who achieved a perfect score for 2 years in a row, they are part of that 6 in the running for a perfect score again in 2018. You can see the scores here, stay tuned to see how the end of year scores look.