SURVEY DASHBOARDS AND NPS

Agenda (60 minutes, recording available)

Review new survey options Review Net Promoter Score (NPS)

concept Dashboard overview

“Raise hand” with questions

ADDITIONAL SURVEYS

109 – Closed call Survey 220 – Supply Orders Invoiced 271 – Employee Survey 312 – Equipment Install Survey 373 – Executive Survey 379 – Site Survey

NEW SURVEY OPTIONS

Match Signature Block Links etc

Route to management Tech, Manager, Sales, Manager, ALL/Selected

Auto Respond to Opt Out email 835 responses, 4.4% (35) 3 actual

Add VCF card Show/update meter contact

WHY NPS “BEST SERVICE”

Every copier sales guy out there says “we have the best service” and guess what, they say the same thing once they move to your competitor! Showing that you have a documented system in place for measuring and tracking customer satisfaction will set you miles apart.

Same Model, Same Service, PRICE

THE MISSING NUMBER

Most of you know that if you decrease car stock that your 1st call fix rate will drop and it's a trade off you manage.

The missing number in the equation is what happens to your customer satisfaction level.

Could service rates increase if top level service was demonstrated

THE ULTIMATE QUESTION BY FRED REICHHELD

Profits fall into two categories, good profits and bad profitsBad profits come from charges like late fees, additional baggage charges, or when sales reps push overpriced or inappropriate products to trusting customers. Good profits are when a company so delights its customers that they not only willingly come back for more, but tell their friends and colleagues. Good profits are needed for continued growth and have a dramatic impact on long term revenues

MEASURING CUSTOMER SATISFACTION When we ask how happy are your

clients, most CEOs have no idea, no measurement. 10 customers

4 Love you3 On the fence3 Don’t like you

NPS 40%-30% 10

UNDERSTANDING NET PROMOTER SCORE Google it Gaining traction NPS number like profit NPS

Last Month Last Year By Tech By Model

Not known for low price but high service

DASHBOARD OVERVIEW

WRAP UP

NPS powerful tool for sales - see what our customers say

If your NPS is above 50, should your service be competitive or expensive

No additional charge Survey everyone (188), add other surveys

Additional Dashboards for Juice+ Still a work in progress Questions