Creating Raving Fans®
Expertise plus execution plus a whole lot of enthusiasm in everything we do.
Raving, like no other word, expresses our promise, our personality and our passion. It’s what we want our customers to authentically feel—it’s not something that can be faked. It’s the extravagantly enthusiastic appraisal that we seek of our efforts and our organization—yet we remain aware that such is fragile and must be earned each and every day. It’s a crystal-clear connection to our united mission to “Create Raving Fans”—at the heart of what will inspire and influence the growth of our business for years to come.
So what’s the formula for “Creating a Raving Fan?”—expertise plus execution plus a whole lot of enthusiasm in everything we do.
A Raving Fan Metric for determining client satisfaction and loyalty.
Take a moment and think about the last post-sale satisfaction survey you participated in. Of all the questions, was there one that you felt truly expressed your feelings about your loyalty? According to the Harvard Business Review, questions used to obtain measurements of client satisfaction and retention in many industries provide ambiguous indications of client loyalty. To get to the heart of client loyalty, a company can discover the answer with a single question: “How likely is it that you would recommend our company to a friend or colleague?”
At Datamax, we also believe that the ultimate reflection of our clients’ satisfaction and loyalty is validated when they rave about and recommend our company’s products and services. Many companies claim that they have the best service in the business, but few have a reliable way to measure how happy their customers really are. That’s why we leverage the Net Promoter Score (NPS)® system, which allows us to capture meaningful feedback after each and every service and support call.
So, how likely are our clients to refer us? We are proud to say that our average Net Promoter Score (NPS)® is 92.7 (since 2012).
According to the Harvard Business Review, companies with the most enthusiastic client referrals receive “net-promoter” scores of 75% to more than 80%—the target for companies aiming to garner world-class loyalty.
We are extremely proud of this score, but we won’t rest on our laurels. We don’t take our hard-earned reputation for granted and will continue to earn your rave reviews every day.
If you are interested in experiencing Datamax service for the first time or are current client interested in information regarding our rewarding Client Referral Program, let’s visit!
Amie, Industry: Real Estate
“Some Techs don't communicate with you once they are done servicing your machine on a problem that was called in. Quandre did an excellent job letting me know everything he did to our machine to hopefully fix the problem. He even spent time on the phone with a Canon rep to see if there was anything else he needed to do. He also called the day after to see if I had had any more problems. Excellent Customer Service! He went above and beyond to make sure all was working well. Thank you!”
Janette, Industry: Non-Profit Church
“Hello Shawn, I can't thank you and your Team - Jeremiah and Curtis enough for the time, patience and attention that you spent working on the copier at our church yesterday. You and your Team are Amazing!!! You always go above and beyond on everything you do...everytime...Your professional work ethics sets you and your Team apart and above any serviceteam ever... There is no comparison. Thank you for everything. Please be sure and thank Jeremiah and Curtis for me too.”
Janna, Industry: Architecture, Engineering & Construction
“I just wanted to send a quick notice of recognition for the continued outstanding customer service provided by our service technician, Mark. After sharing a working relationship with many data/copy companies and service technicians over twenty plus years, the service technicians at Datamax are definitely the best that I’ve ever worked with. Datamax continues to go above and beyond in all facets of customer service for us, thank you for the great working relationship that you put such great effort into fostering.”
Theresa, Industry: Real Estate
“I’m not quite sure what kind of training or culture Datamax instills in their staff, but I wanted to give you guys a compliment. Every representative I have met, from sales to service, has always been punctual, professional (yet friendly), and competent. From dealing with Boyd, Brent, Jessica, and Kirk, I have had a pleasant experience with each and have felt appreciated as a client. Keep up the great customer service.”
Thomas, Industry: Real Estate
“I have nothing but accolades for the Datamax team... The whole delivery, installation and programing team were professional and a pleasure to work with. They were all concerned about making sure that all our needs were satisfied, even things that we did not think about. Their operating training was clear and complete. Their willingness to assist with follow up questions and with prompt service, differentiates Datamax from other vendors we have worked with. I would highly recommend them to anyone looking for a multi-function high volume machine. In fact, I have already done that and will continue do it if the opportunity arises.”
Jo Ann, Industry: Non-Profit Church
“We have been customers of Datamax since December, 2010. We have been very pleased with the machines and excellent service provided by Datamax. Since our past experience with a business machine vendor was disappointing, we were very careful to research before signing our lease agreement with them. We are extremely happy with our decision to work with Datamax and would recommend them highly. We appreciate Brian our Business Process Consultant. His knowledge and support has been extremely valuable. It is a pleasure to work with him and I look forward to a long relationship with him and with Datamax.”
Dana, Industry: Non-Profit Church
"We've had the pleasure of Shawn's (our Technical Representative) customer service for several years now. His professional and courteous attitude, expert knowledge, patience and creativity in handling our specific issues are very important to our complete customer satisfaction. While I know that Datamax is renowned for the customer service it provides, we believe Shawn understands the church's specific needs and handles them with the utmost care. This is one less concern for me, and we are deeply appreciative of his assistance and support."