1.  Agenda (60 minutes, recording available)  Review new survey options  Review Net Promoter Score (NPS) concept  Dashboard overview  “Raise hand” with questions

2.  109 – Closed call Survey  220 – Supply Orders Invoiced  271 – Employee Survey  312 – Equipment Install Survey  373 – Executive Survey  379 – Site Survey

3.  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

7.  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

8.  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

9. THE ULTIMATE QUESTION BY FRED REICHHELD Profits fall into two categories, good profits and bad profits Bad 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

10.  When we ask how happy are your clients, most CEOs have no idea, no measurement. 10 customers 4 Love you 3 On the fence 3 Don’t like you NPS 40%-30% 10

11.  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

13.  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