Many service providers in the print and imaging industry claim to have the best service, but do they have an objective way of measuring client satisfaction?

West Chester-based Rothwell Document Solutions uses such a system in a proven methodology from Satmetrix called Net Promoter Score (NPS)®. Clients are surveyed after each service ticket is completed to ensure they are completely satisfied with the level of service they received. They are ultimately asked, “How likely are you to recommend our company to a friend or colleague … on a scale of 0 to 10, with 10 being extremely likely?”

While well-loved companies such as Apple, Amazon, and Ritz Carlton average an NPS score in the mid-70s – which is considered “World Class” – Rothwell maintains an average monthly score of greater than 95. For two consecutive years, Rothwell has ranked in the Top 10 percent of the many hundreds of imaging dealers using the same client satisfaction platform, and for the past three months, it has earned the prestigious No. 1 ranking in the nation.

“We are extremely proud that our valued clients recognize the extraordinary efforts taken by our entire organization to make this type of impression while providing uncommonly great service,” said Rothwell Document Solutions President Kevin Rothwell. “Our Net Promoter Score reflects the customer-centric focus that is engrained in our company culture.”

Additionally, yet not coincidentally, Rothwell Document Solutions recently earned its third consecutive “Circle of Excellence” award from its primary OEM partner, RICOH. This highly selective designation recognizes high-performing RICOH dealers for their extraordinary performance in both field service and service operations, as well as achieving top marks in maintaining training certifications amongst its technician workforce.

“To be ranked so highly by our partners on both sides of our business – customers and vendors – is a true testament to everyone in our organization and recognizes their commitment to upholding our company values every day,” said Rothwell.

Click here to learn more about Rothwell Document Solutions.