This is a rarity in our industry. With 1,988 customer feedback surveys sent out in the month of September, DBB scored 100% customer satisfaction.
Our customer surveys are administered by an independent organization called CEO Juice. 343 office equipment service providers across the United States utilize this service to track Net Promoter Scores. The average score for those 343 dealers was 86.14% which shows just how incredible it was for us to score 100%. "We are so proud of our service and first touch teams, said Chief Operations Officer Joe Dellaposta, "their commitment to customer service excellence is outstanding."
DBB currently services over 14,000 devices across five states. "When you look at our metrics compared to the industry benchmarks, we are spot on", said Senior Vice President of Service, Glenn Elbin. We utilize our First Touch Team to clear as many calls over the phone as possible and when we have to send a field service technician, we utilize GPS to be as efficient and timely as possible.
We also use these customer surveys to help identify our employee or employees of the month for customer service excellence. We receive so many nice comments and we track those as nominations for our Captain Morgan of the Month Program.
captain morgan of the month AWARDS for Q3
Congratulations to Ed Ricci, Senior Field Service Techician- Pittsburgh, for winning top honors in July. Kathy from Woodland Associates said "Ed was pleasant, courteous, and explained the problem. Problem Solved!" Josh from University of Pittsburgh said "Ed was very informative and helpful."
Congratulations to Jeffrey Hoffman and Eric Proffitt - both Field Service and Network Installation Technicians based in Hagerstown, MD- for winning in August. Judy from Hedgesville Elementary School said "Jeffrey responded quickly, was very thorough and explained every step he performed to make the repair." Suzanne from Rockland Woods Elementary said "Eric did an excellent job explaining and making the repair."
Congratulations to Cortnee Parker, First Touch Team/Sales Coordinator- Altoona, PA, for winning in September. Kara from New Brighton Area School District said "Cortnee walked me through the cause of the issue and how I could fix it. She was very detailed."
So many awesome customer surveys thanking them for their hard work and efforts. We are so appreciative of all they do for us.
PROS ELITE TECHNICIAN OF THE MONTH
We follow strict metrics when it comes to providing service to our customers. These metrics are monitored by an independent third party monthly called Pros Elite. In order for us to retain our status as a Pros Elite 100 dealer, we must achieve these benchmarks or we will become disqualified. There are currently only 43 dealers in the country who are achieving these strict metrics. These metrics are reviewed in huddles with all of our field service technicians weekly. We take a combination of several metrics to determine our Pros Elite Technician of the Month.
Congratulations to Rick Keltz, a multiple honors winner, for achieving the top service metrics in both July and September 2023. Rick is a Senior Field Service Technician in our Greensburg, PA office. Congratulations, Rick!
In August, our certified HP trainer and Senior Field Service Technician, Matt Young earned the highest metrics and the top honors.
Great job, Rick and Matt, on earning the top honors and for your commitment to the Total Call and taking excellent care of our customers.
Again, WOW!! 100%, we are just blown away by the talent at Doing Better Business.
A great big Thank You to all of our DBB Family for your continued commitment to Customer Service Excellence...AARR!