Net Promoter Score (NPS)

Customer Loyalty Measured Through Net Promoter Scores (NPS).

Datamax’s Net Promoter Score (NPS) is based on customer survey responses collected since 2012. The data reflects how customers rate their experience and how likely they are to recommend Datamax to others. 

10/10

"We already wrote a letter to our supervisors about how glad we are that they choose to do business with Datamax to keep us up on our technology. It makes our job so much easier and helps us serve our clients efficiently and better when our equipment works with us. He explained why we sometimes have issues receiving faxes and our company is looking at upgrading internet services in response to his input. I absolutely would recommend - and have recommended Datamax, Roger and Kellby to colleagues. " [SC308932]
Group 106
Toni
Healthcare Industry

10/10

"I was very busy with a taxpayer in my office, so the technician spoke with and kept up to date with either his progress or status. Then when I was able to get free we had a great conversation." [SC614301]
Group 106
Gaylan
Government Industry

10/10

"The technicians ALWAYS explain the problem, what caused it, what it would take to fix it, possible options to getting the repairs needed, and are always polite and never condescending to those of us less tech savvy." [SC762318]
Group 106
Melanie
Management Services Industry

10/10

"I am very comfortable with this technician and she is very professional in always explaining the problem and finding a solution. She also goes the extra mile to not only fix the problem but check out the machine to make sure everything else is working well in regards to the machines operation." [SC467812]
Group 106
Wanda
Healthcare Industry

10/10

"Your technician did a wonderful job again and explained what was causing the problem and how to correct it. It had to do with where our lines were coming from and where to clean the glass. In my opinion, he saved us and your company time and money by doing this. It will eliminate the need for a service call and everyone benefits. Two thumbs up to our technician! Please thank him for us again!!" [SC388411]
Group 106
Kathy
Records Management Industry

10/10

"Datamax always goes above and beyond to complete service calls. I know we aren't the only customer needing help but we never feel that way. Curtis did a great job fixing our dangerous cutter in a very timely manner. We were back up and running in no time. I appreciate his dedication to getting a difficult task completed." [SC882729]
Group 106
Peggy
Church

10/10

"I was very impressed with Beate!! She thanked me for giving the error message to the person that I placed the service call with. She then explained what the issue was and had the part with her to replace it. She also cleaned my machine and made sure everything was working and printing before she left. She was very professional and friendly!! " [SC683764]
Group 106
Sherry
Utilities Industry

10/10

"Our printer technician is always very nice, happy, and professional. He is very knowledgeable, helpful, and quick. Datamax overall has been a pleasure to work with, both with our printers as well as our computers." [SC600848]
Group 106
Kristin
Dental Industry

10/10

"James worked very hard to repair the machine on the first visit but didnt have the parts... he managed to get the parts much faster than originally anticipated and he returned ASAP to finish the repairs... it was above and beyond... appreciate him so much." [SC153645]
Group 106
Elaine
Higher Education Industry

10/10

"Dion is always professional, very thorough, explains everything and always makes sure that he has a satisfied customer. Very dependable. I know if he is the Tech assigned to us, the problem will be solved, whatever it is!" [SC436038]
Group 106
Barbara
Non-Profit Industry

10/10

"I sincerely appreciate Brandon. I know I am not the easiest customer...I want my machine to do what I want it to do and not what the machine wants to do. Brandon is such a nice guy and really generally cares about helping out!. He not only fixed the black line issue, but just fixed a scans issue that I wanted but hadn't made a call on it yet. Maybe you could pass along to his supervisor just how highly I think of him. He represents Datamax well and keeps the customer happy!" [SC87059]
Group 106
Michelle
Real Estate Industry

10/10

"Choosing Datamax for our new copier purchase was a result of my experience with your company while working at my previous employer. (IT makeover). Everyone at Datamax goes above and beyond to provide exceptional, personalized service. I will recommend Datamax to EVERYONE!" [SC342533]
Group 106
Joey
Manufacturing Industry

10/10

"Im responsible for placing service calls and was asked by my management if we should keep the Datamax service. I said yes, because of Tim. Yall should give that man a raise, hes awesome. Always communicates, educates and has great customer service skills. Ive been a manager before - Id hire Tim in a heartbeat." [SC784031]
Group 106
Edward
Transportation Industry

9/10

"Quandre was absolutely great! He did his due diligence and checked stats on the copier before coming to our office. He noticed some additional parts that needed to be replaced. He called and gave us a heads up that he was going to pick up the needed parts before coming to our office so that he wouldn't have to make two trips. He worked quickly and had us back up and running in no time at all. Great job!!" [SC747457]
Group 106
Mike
Commercial Interiors Industry

10/10

"He did an excellent job. He called ahead to let me know he was on his way. Assessed the problem and determined it was an issue with the power outlet, then after his trouble shooting process communicated with me and made sure we were good before he left. He was thorough & very professional. Thank you!!" [SC723966]
Group 106
James
Automobile Industry

10/10

"I couldnt have had a better experience with my service calls. Phone was answered quickly. Called back to add another piece of equipment. Called next day to confirm and dispatcher was able to give a good estimate of when our technician would be at our location. Thank you very much." [SC693160]
Group 106
Kathy
Telecommunications Industry

9/10

"Very pleased with this tech. He was courtesy and respectful of our business. He clearly communicated with me about the problem, and he made sure that the issue was resolved to my satisfaction before he left. He was not in a hurry to leave or get to the next call. Very Happy." [SC692524]
Group 106
Jennifer
Legal Industry

10/10

"Besides the copier always functioning so well, the second reason we are so happy with Datamax is our service rep, Calvin. A lot of people you deal with professionally are just going through the motions of their job, but Calvin actually is for us, wants the best for us, and does whatever he can do for there to be smooth transactions between us and Datamax." [SC666673]
Group 106
D'Anna
Church

10/10

"Technician was friendly and knowledgable. He diagnosed the problem and said he would have to order the part. He did so and was back within a day or two to install it. It fixed the problem we were having. Excellent service and turn around time." [SC664354]
Group 106
Jessica
Church

10/10

"I called to inquire about a security feature. I was told a representative would come out to check our printer. He was there the next day, followed up with our IT department, was back in our office within the next week to show us how to use the new feature. FAST, FRIENDLY, EFFICIENT...I wish every work order I submitted was handled this efficiently! Thank you!" [SC640844]
Group 106
Mikel
Higher Education Industry

9/10

"Chris has been our technician many times and has always been very congenial and professional to work with. All the technicians weve had through the years have been very sensitive to our copier needs." [SC608622]
Group 106
Dianne
State & Local Government

The comments shown are from customers who rated Datamax a 9 or 10 on our Net Promoter Score (NPS) survey. Feedback is published as submitted, reflects individual customer experiences, and was not provided in exchange for compensation or incentives. 

Current Customer Satisfaction Metrics. 

In many industries, scores above 50 indicate strong customer loyalty. Scores above 80 are generally considered exceptional. Maintaining a score in the 90s over an extended period reflects consistently positive feedback across thousands of customer interactions.

93.2%

Net Promoter Score

We have a 93.2% Net Promoter Score based on more than 13,660 customer responses since 2012.

9.7/10

Average Recommendation Rating

Across responses collected since 2012, the average recommendation score has been 9.7 out of 10.

Datamax Also Tracks Average Recommendation Ratings.

Customers rate how likely they are to recommend Datamax on a scale from 0 to 10. This metric reflects how customers evaluate their overall experience with Datamax, including service responsiveness, technical support, communication, and ongoing partnership. High recommendation scores indicate that customers consistently report positive experiences with the service and support they receive.

Collecting Feedback Across Many Service Engagements.

A large response sample helps ensure that the data reflects a broad range of service interactions rather than a small set of isolated feedback. Collecting feedback consistently across many service engagements allows Datamax to monitor long-term customer satisfaction and identify trends in the customer experience.

13,660+

Customer Responses

Results for Datamax are based on over 13,660 individual customer survey responses collected over time.

What These Numbers Mean for Customers.

  • Customers report positive service experiences
  • Integrated office technology solutions including copiers, multifunction printers, and managed print services
  • Customers are willing to recommend the company to others
  • Communication between the provider and customer is clear

For organizations evaluating a technology partner, NPS provides measurable insight into how existing customers rate their experience.

NPS-WhatNumbersMeanforCustomers-1000x1000

How NPS Data is Collected:

Net Promoter Score data is collected through customer surveys distributed following service interactions and ongoing customer engagement. Each survey includes the standard Net Promoter Score question:

“How likely are you to recommend our company to a friend or colleague?”

Customers respond using a 0–10 rating scale. Responses are categorized as promoters, passives, or detractors. The final Net Promoter Score is calculated by subtracting detractors from promoters.

Datamax aggregates these responses over time to monitor long-term trends in customer satisfaction. The current average reflects survey feedback collected from thousands of responses beginning in 2012. 

This approach ensures the data reflects direct customer feedback gathered through ongoing service relationships. 

Go Beyond the Score: Experience the Datamax Difference for Yourself.

If you would like to discuss Datamax service performance, learn more about our support model, or how we create such a positive impression with our clients, click to schedule a visit with a Datamax Representative.

FAQ

What is a Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. It is based on one survey question: “How likely are you to recommend our company to a friend or colleague?”

Customers respond on a 0–10 scale, and their answers fall into three groups:

  • Promoters (9–10): Loyal customers likely to recommend the company.
  • Passives (7–8): Satisfied but not highly enthusiastic customers.
  • Detractors (0–6): Customers who had a negative experience.

The final score is calculated by subtracting the percentage of detractors from the percentage of promoters.

What does a Net Promoter Score Actually Measure?

Net Promoter Score measures how likely customers are to recommend a company to a colleague or peer. Customers respond to a single survey question using a rating scale from 0 to 10: How likely are you to recommend this product or service to a friend or colleague?

  • Responses are categorized into three groups.
  • Promoters rate the company a 9 or 10.
  • Passives give scores of 7 or 8.
  • Detractors rate their likelihood to recommend between 0 and 6.

The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters.

What is considered a good Net Promoter Score?

Net Promoter Scores range from -100 to +100. Higher scores indicate stronger customer loyalty. General benchmarks include:

  • 70–100: Excellent customer loyalt.
  • 50–69: Strong performance.
  • 0–49: Moderate performance.
  • Below 0: Indicates customer dissatisfaction

Many organizations view scores above 80 as exceptional, making scores in the 90s extremely rare in most industries.

Why is Net Promoter Score important for businesses?

Net Promoter Score helps organizations measure customer sentiment and identify opportunities to improve service.

Companies track NPS because it helps them:

  • Understand overall customer satisfaction.
  • Identify loyal customers who recommend the business.
  • Detect service issues through detractor feedback.
  • Monitor customer experience trends over time.

Because it converts customer feedback into a single measurable score, NPS is widely used to evaluate service quality and long-term customer relationships.