We recently carried out a customer survey (thank you to all those who took part!) in order to find out what our customers were saying about us and to get an insight into areas we can improve and optimise our service further.
Here’s what we found out…
Over 90% of those surveyed were satisfied with the service and support they get from Xenith Document Systems.
73% of customers also responded saying that they felt Xenith have a good understanding of their business objectives as opposed to just their printing and document requirements. This in turn has allowed us to suggest innovations that make a real difference to the way people work.
A key metric that we take away from the survey is ‘Net Promoter Score’ (NPS). It is a customer satisfaction benchmark based on the question of whether you would recommend Xenith to a friend or colleague.
The overall score ranges from -100 to +100. The average score for ALL UK companies is 10, and the UK benchmark for an average outsourced service is -10.
In our recent survey, we are delighted to see that our overall NPS score has increased from 27 in 2017 to 33 in 2018, with the Client Relations Executive Accounts team scoring a solid NPS score of 41! This keeps us in a great position and shows improvement in our services.
However, we would be lying if we said that every customer was always delighted with our services - the survey also highlighted areas for us to improve:
- Improve processes for timely delivery of toner.
- Improve knowledge of technical break-fix issues amongst the helpdesk team (as opposed to just the engineers whose knowledge is excellent).
Needless to say, we will strive to fill these gaps - and have already made several changes.
Laura Olley - Head of Service, Xenith Document Systems
Along with saying that they would recommend us, some of our customers left comments on why they would recommend us.
Here’s a selection of what they had to say:
“The best company I have ever worked with in this arena. Problems are rare and always dealt with effectively.”
“I think that we get a very "complete" service. The account management team and the quality reports I get each visit are top quality and I could not ask for more. I also think that the response time to issues is exceptional. All of our deliveries of toners etc arrive on time, every time.”
“The Customer service is great, people actually answer the phone, response time is fast, all my issues have been answered very quickly and effectively and the staff is lovely.”
“All the Xenith account managers are great advocates for Xenith. Efficient and customer focused.”
“They always manage to find a solution and sort us out quickly so we can continue to use the machine.”
“Quick response time, account managers know what they are talking about and understand the business needs well”
We are also delighted to announce that we have been awarded Xerox Platinum Partner of the Year due to our commitment to innovation and customer service.