CHANHASSEN, Minn., Jan. 19, 2022 /PRNewswire/ -- Online printer
Smartpress.com announced a Net Promoter Score (NPS) of 77 for 2021.
Since a score of 73 or higher in the professional services industry
is considered world class, that's a significant achievement. (And
they've maintained that world class status since they started
tracking NPS four years ago.)
"When the employees are all co-owners of the business, we find they
treat customers well!"
See how they earn exceptional ratings year over
year:
https://smartpress.com/blog/features/customer-reviews-how-smartpress-maintains-a-high-rating
The Serious Business of Customer Feedback
Beyond
Google Customer Reviews (where they score 4.9 out of 5 stars),
Smartpress asks for feedback throughout their entire customer
journey: ratings after every online chat or email, product reviews
after projects are printed, plus a broad customer satisfaction
survey quarterly.
"The themes we see regularly in our customer feedback are the
same three by which we operate: premium quality printing,
world-class service and social responsibility," said Matt Chapman, vice president of Smartpress.
"These are not aspirational qualities we determined in a conference
room one day. It's our way of sharing what customers are telling us
about why they choose Smartpress."
What drives Smartpress' superior customer
satisfaction?
- Real people, real time: Customers can contact a service expert
via phone, email or online chat and there's always a real person on
the other end during business hours.
- Constant feedback loop: Smartpress closely monitors all
feedback and immediately addresses opportunities to improve
customers' printing experience.
- Employee ownership: Team members are intrinsically motivated to
provide a superb customer experience and empowered to make good
decisions on the company's behalf.
"Smartpress is 100% employee-owned, which I believe is a big
reason for our success in focusing on wowing our customers," said
Chapman. "When the employees are all co-owners of the business, we
find they treat customers well!"
Learn the perks of printing with an employee-owned
company:
https://smartpress.com/blog/features/esop-the-benefits-of-printing-with-an-employee-owned-company
About Smartpress
Smartpress is the premium online printer for creative agencies,
graphic designers, nonprofits and marketing professionals across
the U.S. and Canada. They operate
on three foundational principles: To create premium-quality print
with world class customer service and a commitment to social
responsibility.
Smartpress has achieved numerous environmental certifications
like EcoVadis Gold and ISO 14001. They are a carbon-neutral, 100%
employee-owned company and are home to one of the largest fleets of
HP Indigo HD presses in the world.
https://smartpress.com/
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SOURCE Smartpress