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Survey Advantage Releases Q1 Buyer Satisfaction Report

April 11, 2011
JAMESTOWN, RI—April 11, 2011—Survey Advantage released its “Print Buyer Satisfaction Benchmarks” report for the first quarter ending March 31, 2011. Top performing printers (top third) achieved above an 86 percent loyalty rating, average performers were in the 77-85 percent range, and poor performers under 77 percent.

Loyalty scores increased more than two percentage points over the previous quarter. Results were calculated from more than 8,500 print buyers evaluating recent performance of the printers who serve them.

Congratulations to AlphaGraphics-Strongsville, OH, for achieving the best overall loyalty rating—96 percent of its customers stated they were “Very Likely” to recommend the printer to colleagues and friends based on its first-quarter performance.

Printer Category—Top Printer, City, State; Owner/Operator

Independent CommercialGoodcopy Printing & Digital Graphics, New Havel, CT; Louis Goldberg
Allegra NetworkAllegra Print & Imaging, Battle Creek, MI; Jeffrey McConville
Franchise Services NetworkSir Speedy, Cranston, RI; Patrick Welch
AlphaGraphics NetworkAlphaGraphics, Strongsville, OH;Rob Kammer

About the Print Buyer Satisfaction Index (PBSI)

Each quarter thousands of print buyer opinions are gathered to measure their satisfactionwith recent performance of printers who serve them. The benchmark is a compilation of all feedback gathered for printers participating in CustomerPulse, a customer feedback service offered through Survey Advantage. The feedback is published to help participating printers benchmark performance and react quickly to customer feedback. Results are segmented by brand, size, and other classifications. The PBSI is the most comprehensive measure of customer loyalty and performance available in the industry.

About Survey Advantage

Survey Advantage partnered with fourteen printing industry associations, three printer franchises, and nine print management & estimation software providers to develop the PBSI. In addition to industry benchmarks, the process helps printers preserve recurring revenue and expand sales with existing customers. The early warning system alerts management when a customer’s loyalty is slipping, and dashboards identify and trend customer dissatisfiers. The process is designed to help any size printer with prices starting at $49/month. The vision of the PBSI is to improve industry performance through reliable real-time buyer satisfaction benchmarking. Visit www.surveyadvantage.com/printers for more information.

Source: press release.

 

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