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7 Numbers Every Copier Provider Should be Willing to Share


The numbers detailed below will say a lot about the level of service you can expect (and subsequent downtime), capabilities in applying technology to your business needs, and frankly just how well they take care of their clients. 

It's always good to know your numbers.

When you lease or purchase your next copier or printer, you're likely entering into a long-term relationship with a provider; and not all copier companies are created equal.  Beneath conversations about speeds and feeds, lease details, onboarding logistics, and in some cases, gimmicks and slick advertising pitches, there are some hard numbers that cut through the fat and help you make the right decision.

They're great numbers to know, and ones any provider should be willing to show. The numbers detailed below will say a lot about the level of service you can expect (and subsequent downtime), capabilities in applying technology to your business needs, and frankly just how well they take care of their clients. Picking your print partner is important. Hopefully, the one you’re speaking with knows their numbers.

7 Numbers Every Copier Provider Should Be Willing to Share With Potential Clients.

1. Longevity.

The long and short of it is this… how long have they been in business? Have they been there, done that?  Longevity in a marketplace shows consistency and the ability to withstand the kinds of challenges we all face as business organizations.

Additionally, industry longevity affords copier organizations to build and sustain long-term advanced partnerships with manufacturers, which often benefits the client along the way. 

2. Tech Tenure.

Eventually, your equipment will experience an unanticipated issue. When that time comes, how long can you afford to be down?

Can their team of technicians claim 10,15+ years of average experience, or are they sending rookies out to complete your service request? Tech tenure not only speaks to “know-how,” it points to an organizational culture that values its employees and sponsors their career growth.

3.  Training Certification Stats.

Another big indicator of technician know-how is the amount of training and certifications a service provider invests in its employees. What do those numbers look like? Can they back up claims of “world-class service” with industry certifications (Canon ATSP, Konica Minolta PRO-TECH, etc.) for any number of consecutive years?

These certifications, based on job function-based exams, are designed to measure both the knowledge and the demonstration of the skills that are required in real-world settings for a support professional against a set of standards for competency and performance.

4. Other clients in your vertical space.

Every industry uses technology to accomplish business goals in unique ways. If you’re a church, how many other churches does your copier partner with? 3? 30? 300? An organization’s ability to go vertical, grow vertical with specific industries rests simply on how well they understand their goals, needs, and challenges.

5. Average Response Time.

You’ve probably been promised a certain base Response Time to your service needs. Ask for it in writing. Furthermore, ask about their long-term stats in this category to ensure that there will be a consistent expectation of showing up promptly. While this number doesn’t tell the entire story (see #6), it’s a good, baseline indicator of how much your provider values quality levels of service.

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6. Average Resolution Time.

Response is key, but resolution is the key target you should be looking for. So they show up fast…. Great? Do they get you back up and running, or are they simply back in your office tomorrow working on the issue? Seek a vendor who doesn’t just boast its prompt arrival, but can produce a quantitative response + resolution metric.  

7. The Net Promoter Score.

How can one quantifiably measure customer loyalty? With a Net Promoter Score.  The logic is this: One simple question can serve as a useful predictor of growth: how willing are customers to recommend a product or service to someone else? By measuring the responses to that simple question (on a scale of 1  to 10), companies are able to calculate their Net Promoter Score and reveal whether or not they garner the loyalty of their customers.

Find out your potential provider’s score. It speaks volumes.

Rest assured, at Datamax we know our numbers. In fact, Since 2012, Datamax has achieved a 93.0 NPS®, based on more than 11,500 client survey responses. Looking for a business technology partner not satisfied with YOU just being satisfied? Let’s visit! 

Visit With a Datamax Technology Specialist ›

Topics: Office Equipment Copier Service Digital Copiers Copier Repair