Net Promoter Score (NPS)

Customer Loyalty Measured Through Net Promoter Score.

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. 

“Your technician was extremely helpful and patient with me. She explained everything with a smile and understanding. While she has a challenging job, she presented with an extremely calm attitude. Your technician was very professional. She loves her job and represented your company in a positive light. She is exactly the type of employee we all want on our team.”
Group 106
Taylor
Education Industry
“We would like to thank Datamax for the dependable service and quality of the Canon equipment. In the past twelve years, I can honestly say that Datamax has gone above and beyond to meet our ever expanding needs. Your service team has always been professional and very responsive in resolving our service demands. We look forward to a long relationship and continued growth with Datamax.”
Group 106
Leslie Don
Healthcare Industry
“I am writing this letter to highly recommend the services that Datamax provides. During the past 8 years we have utilized their copiers and technicians. They offer high quality copiers and excellent service. We can say that we have always been satisfied with their work. We look forward to working with them in the future.”
Group 106
Vicky
Education Industry

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 13,600 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.

13,600+

Customer Responses

Results for Datamax are based on over 13,600 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.