Using Client Feedback to Deliver Outstanding Service
Central Office Systems for the Win
It’s easy to claim you put client service first, but Central Office Systems backs up the claim with hard evidence.
We use the third-party Net Promoter Score system (NPS) to capture client feedback after every service call and measure how happy our clients are with our services.
An average company in North America has a Net Promoter score of just 10 out of 100. Some companies do much better than average: Costco, for example, has a score of 79 and Amazon has a score of 69.
Central Office Systems’ ranked #1 in North America for July 2018 Net Promoter Score
Year-to-Date 2018 Net Promoter Score is 92.16.
Thank you Andy, Dawn and your hardworking teams for these outstanding results.
How We Earn Client Loyalty
Employees at every level in our organization understand the importance of putting client satisfaction above all else. Fast response times and high levels of accuracy are what clients need and rely on in order to operate their businesses and it’s what we promise and deliver daily.
October 2017 Net Promoter Score: 96.67
Billing Accuracy for October 2017: 97.44%
Billing Accuracy for March 2017: 97.2%*Fulfillment Accuracy for supplies in March 2017: 97.8%*
*We ship the right stuff and bill you correctly
Average service call response time: 2.1 hours*
Most recent week’s average service call response time: 1.9 hours
First call completion rate: 94%
Average time to fix: 96 minutes
*Includes Fox Valley calls
Almost everything ordered by 2pm is shipped the same day and arrives the next day. We’re constantly striving to use client feedback to improve our performance and make client-centric changes.
What Goes Around Comes Around: Honoring our Agreements with Clients
We’re proud of our high Net Promoter Score and accuracy rates—they’re incredibly important in our industry. But we also know we must earn them again and again through consistent, high quality service.
Central Office Systems will continue to collect and share straightforward data demonstrating our commitment to excellence for current and future clients.
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