Survey Advantage Reports Q2 Print Buyer Satisfaction Scores
JAMESTOWN, RI—July 19, 2011—Survey Advantage released its Print Buyer Satisfaction Benchmarks for the second quarter ending June 30. The top 10 percent achieved an over 91 percent print buyer loyalty score, the top third over 85 percent loyalty, average performers were in the 76-85 percent range, and the bottom third performers under 76 percent.
Loyalty scores increased more than one percentage point over the last quarter. Results were calculated from 11,029 print buyers evaluating recent performance of the printers who serve them.
Congratulations to AlphaGraphics-Evansville, IN, for achieving the best overall loyalty rating. Ninety-five percent of its customers stated they were “Very Likely” to recommend the printer to colleagues and friends based on its performance in the first quarter.
Top performers by printer category:
- AlphaGraphics Network: AlphaGraphics, Evansville, IN
- Allegra Network: Allegra P & I, Portage, MI
- Franchise Services: PIP Printing, Greenville, NC
- Independent Commercial: Print 1, Bethesda, MD
About the Print Buyer Satisfaction Index (PBSI)
Each quarter thousands of print buyer opinions are gathered to measure satisfaction with therecent performance of printers. The benchmark is a compilation of all feedback gathered for printers participating in CustomerPulse, a customer feedback service. The feedback is benchmarked to help printers set performance goals and react quickly to customer complaints. The PBSI is the most comprehensive measure of customer loyalty and performance available in the industry.
About Survey Advantage
Survey Advantage partnered with printing industry associations, printer franchises, and 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, prices start 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.