This past week, Butler Street in conjunction with NAPCO Media, Printing Impressions, and Print+Promo, announced its 2017 Best of Print & Digital® Award Winners.
Winning companies were selected based on their Net Promoter Score® (NPS) – which has been widely regarded as the most accurate leading indicator of client loyalty and future revenue. To qualify for the award, companies must have received an NPS score of at least 40 in conjunction with a minimum customer response rate. Only the top scoring companies in the print industry achieved this distinct honor.
Why is this survey so important? Because we get paid to say how great our respective companies are. Our customers do not. Therefore, this survey provides instant legitimacy.
Companies across all industries are using NPS to develop their roadmap to success. Having both quantitative and qualitative customer feedback provides actionable insights to identify and leverage strengths in the eyes of their customers as well as to learn the wrongs they need to right.
The 2017 Best of Print & Digital® Award Winners are (in alphabetical order):
Cooley Group Inc., Rochester, N.Y.
DFI – Solutions in Print, Davenport, Iowa
Drummond Press, Jacksonville, Fla.
Inspired Results, Inc., Portland, Ore.
Label Art, Wilton, N.H.
Pii, Bloomington, Ill.
Superior Business Solutions, Kalamazoo, Mich.
Wise, Alpharetta, Ga.
Here is what a few of our winners had to say about their experience using NPS and what they have or are achieving as a result!
“We are big believers in NPS and its ability to measure customer loyalty,” offered John Falconetti, Chairman and CEO of Drummond Press. “Winning the Best of Print & Digital® award in back to back years is a significant achievement for us. Butler Street’s program gave us the opportunity to objectively measure and establish a loyalty benchmark – and through focused actions, improve our score by 23% this year. Because of this effort, we are posting industry leading growth year over year.”
Stuart Boyar, Cooley Group President and President Elect of the Print Services and Distribution Association (PSDA) added, “We are thrilled to be recognized by our customers as one of the elite providers in the print and digital industry. We’ve always felt that we have unparalleled customer service, and the Best of Print & Digital® Survey has substantiated that. Because of this survey, we were able to identify multiple opportunities for growth and have a clear roadmap for continued success.”
“I’m proud of our Superior team and thankful to our customers. Superior has a long tradition of identifying with our customer needs and acting in their best interests to maximize our customers bottom line by increasing sales or reducing overall costs,” said Bill English, President of Superior Business Solutions. “The 2017 Best of Print and Digital Award® confirms that there is a quantifiable difference when clients work with Superior. Our customers’ responses to this independent survey tell the story of their loyalty and satisfaction with our work, and are a testament of our commitment to them. That difference sets us apart from others in our industry and from companies outside of our industry as well. Congratulations to the entire Superior team on this recognition of their continued commitment to our client’s best interests.”
The average Net Promoter Score for the 2017 winners was 62, an increase of nine points over 2016. The winners in the inaugural year of the Best of Print & Digital® program set a high standard for the print and digital industry and their growth metrics over the last year substantiate the value of using NPS. This year’s winners have raised the bar higher for the industry. They have proven the difference that exceptional customer experience makes and as a result, are poised for increased client loyalty and future profitable growth.
A number of companies failed to achieve the minimum score of a 40 to qualify for this prestigious award. The good news for them is that they now fully understand where the gaps are and can now take appropriate actions to drive continued and balanced improvement through their respective companies.
Want to know where your company stands in terms of client loyalty and satisfaction? Start by visiting www.aremyclientsloyal.com, scroll down and watch the Explainer Video. Then sign up for a survey to answer the question, “Are my clients loyal?”
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.