Our amazing customer
satisfaction is well-documented.
9.7 out of 10 customers would recommend The Office Works to friends and colleagues.
97.1
Customer Satisfaction Score
99.13%
Billing Efficiency
We hire an outside firm to find out what our customers really think about us. Every month.
A human being on our staff reviews every bill before it goes out. We don’t save a few dollars with “automated billing routines.”
We believe in building long-term relationships. That's why we invest in a dedicated support team to deliver high-touch service beyond the equipment purchase.
We ask every customer the ultimate question.
Other dealers may “cherry-pick” the customers and internal processes to survey. Their claims of service or customer loyalty can’t be trusted because they put their finger on the scale, skewing results for a marketing advantage.
Unlike them, every month The Office Works asks all its active customers – the ones who bought new equipment, who asked for support, and who requested a maintenance call – the ultimate question: “How likely are you to recommend The Office Works to a friend or colleague?” The results speak for themselves!
The business science behind our "ultimate question".
The Ultimate Question was developed in 2001 to interpret customer loyalty. It has come to serve as a particularly good indicator of a business's long-term prospects and the effectiveness of the business operation. Most important, it is statistically valid. Only companies with enough customer responses are included in the tabulation.
Respondents are asked to rank their recommendation likelihood using a scale of 0 to 10, where 0 is extremely unlikely and 10 is extremely likely. Those choosing a 9 or 10 are called “Promoters,” while those selecting a 6 or lower are called “Detractors.” NPS is calculated by subtracting the percentage of Detractors from the percentage of Promotors. The net result, if positive, is called the Net Promotor Score (NPS).
9.7 of 10 customers would stake their reputation on us.
Nearly all our customers would recommend us to a friend or colleague. The Office Works routinely receives a NPS of 97 and is well within the Top 10 of its North America peers. In fact, these days it is rare for a company with hundreds of customers to receive an NPS of 70 or more.
Second-rate won’t do for either of us. Let’s do better work together.
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