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Metrics Drive Results1
Customer Effort Score measures the effort the customer puts forth to complete a transaction to their satisfaction.
SAMPLE QUESTION: How much effort did you personally have to put forth to resolve your most recent customer service request?
Overall Satisfaction is a measurement to gauge a customer’s overall satisfaction with a company, service, product, or transaction.
SAMPLE QUESTION: Overall, how satisfied are you with our company?
Net Promoter Score® (NPS) measures satisfaction and customer loyalty by the customer's willingness to recommend a business.
SAMPLE QUESTION: How likely are you to recommend our company to a friend or colleague?
Service is a key element for organizations who run efficiently. It’s what keeps business moving.
To gauge the effectiveness of the Canon Solutions America Service team, we utilize Confirmit, a platform which delivers direct consumer insight straight to us. This helpful feedback allows us to make smarter, more informed decisions, and to take swift action within areas that are most essential to our customers.
Following any service call, we provide our customers with a post-service survey which allows them to thoroughly provide feedback on their overall experience. From there, our service team examines and analyzes these results to institute modifications so that we can ensure continued success.
NPS is calculated based on responses to a single question:
"How likely are you to recommend this company to a friend or colleague?"
Net Promoter Score is a number from -100 to 100. Scores higher than 0 are typically considered “good”. Scores above 50 are excellent.
1Based on data accumulated from July 2019 through December 2021.
Canon Solutions America Service score1 is