Rob Porter – Impressions Print and Label

“At Impressions Print and Label, we spend a lot of time and effort focussing on Customer Service. Keeping the goodwill of customers, and retaining their ongoing work is critical to our business.

When our local Business Doctor, Nick Hadley, mentioned that he could help us to measure our Net Promoter Score, I was intrigued. Amongst the questions asked is this key one: “On a scale of 1 to 10, how likely are you to recommend this company to your colleagues and friends?” They also asked about their satisfaction with our processes such as design, accounts and delivery.

The end result was a well-researched snapshot of the levels of service we have been giving and our customers’ attitudes to our business. We were thrilled to find out that our score was 60, showing us how the work that we have been putting into customer service is paying dividends.

Thanks to Nick Hadley at Business Doctors, we now have some valuable insight into the areas of our business that we need to work on, plus some opportunities to add services which we currently don’t offer.”