Merry Christmas and Happy Holidays from your CEO Juice team! We will be closed a half day both Thursdays and a full day both Fridays, but as always watching out for urgent issues. As 2020 comes to a close and we look to 2021, we would like to share a summary of what we rolled of what we rolled out this year in case you missed anything along the way. If you would like to see a summary like this more frequently, quarterly or even monthly, please let leave a reply below.
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 5 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 5 responses in a month.
Last month (September 2020) we had 53 clients (out of just under 400) who had a perfect score. The number of responses ranged from 5 to 43.
This year to date we have 7 clients with a perfect score! (but not all will hit the 60 response threshold for the year) Last year we had just 1 client who had a perfect score for the year.
We also had one client who achieved a perfect score for 2 years in a row. You can see the scores here, stay tuned to see how the end of year scores look.
We will again publish awards for Net Promoter Score. We publish 3 awards, one for “World Class Service” which Satmetrix defines as a NPS score of 70 or higher, the Top Ten % of Juice clients and “A Perfect Score” if any dealers achieves it.
In 1983 I started selling copiers for Xerox in Europe as the Xerox 10 Series came out. Before opening my first dealership in San Diego (Color Systems) in 1994, I had sold the first color copier, the first digital color copier, typewriters, fax machines and even facility management. At that dealership I watched as copiers became printers and by my second dealership (Imaging Technologies) we were servicing any existing printers on a per click basis. As our industry evolves and grows our sales force can adapt and sell just about anything. Change is the only constant! I’m confident the next transition will be to Managed IT and our Mission is to ensure our dealers come out on top.
With Covid-19 looking like it will be around for a while it is making the CEO Juice Mission Statement more urgent than ever.
When a customer asks for toner do you always ship what they ask for. How do you keep it a positive experience for the customer while ensuring their contract is still profitable.
In these uncertain times as we all hold our breath to see what happens with the Coronavirus it can be tough to stay focused. With most offices closed and everyone working from home people can get distracted and just listen to all the bad news daily. With no knowledge on when we can get back to normal the Juice team wonders if now might be a good time for some housekeeping, keeping employees productive while working from home.
Our process can generate a lot of emails, some can slip through the cracks, some can be overload and some can be really important. An email inbox is not the best place to sort these so we are offering you the option of Tasks.
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.