Measuring Customer Satisfaction

Many companies claim that they have the "Best service in the

business" but few even have a way to measure how happy

customers are. Here at Stargel Office Solutions we have a

system that allows us to capture feedback after every service

call. We use the Net Promoter Score system

www.netpromoter.com

The average N. American company has a Net Promoter Score® of 10.

Some well-loved companies reach scores into the 70s and 80s

NPS® Leaders - N. America 2012

Company

USAA

Trader Joe's

Wegman's

Costco

Apple

NPS

87%

82%

78%

77%

72%

Total Responses 110 (16.03%)

686Surveys Sent NPS® % of PROMOTERS % of DETRACTORS(9s and 10 (0 through 6

= -82 (0.99%) 0 (0.00%)

August NPS®: 98.80

Ranked 10 in North America*

98.80

Detractors Passives Promoters

0 1 2 3 4 5 6 7 8 9 10

How likely are you to recommend to a colleague or friend?

Total Responses 771 (12.82%)

6013Surveys Sent

NPS® % of PROMOTERS % of DETRACTORS(9s and 10 (0 through 6

= -580 (0.91%) 17 (-0.03%)

2012 YTD NPS®: 88.52

Ranked 39 in North America*

88.52

80

82

84

86

88

90

92

94

96

98

100

Jan 1

2

Feb 1

2

Mar

12

Apr 12

May

12

Jun 1

2

Jul 1

2

Aug 12

83.3 82.8

88.4

85.7

93.3

89.7

81.3

98.8

Net Promoter Score®

Data Collection and NPS® Verification

powered by CEO Juice Inc.

Stargel Office Solutions | 4700 Blalock RD, Houston, TX 77041 | (713) 461-5382

The Net Promoter Score (NPS)®, is a straightforward

loyalty metric that holds companies and employees

accountable for how they treat customers. It is both a

loyalty metric and a discipline for using customer

feedback to fuel profitable growth in your business.

Employees at all levels of the organization understand it,

opening doors to customer centric change and improved

performance.

* Ranking among US and Canada copier dealers using the NPS® system provided by CEO Juice.

** Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld