FAYETTEVILLE, NC – January 12, 2021 – The past 8 months have been challenging for business owners across the nation as we, along with many others, have learned to navigate the unexpected challenges imposed by the COVID-19 global pandemic. Since March 2020, Systel Business Equipment has been able to resume its regular business operations due to the adoption of several precautionary measures that help to ensure the safety and protection of our valued employees and customers. Despite the uncertainty and fear that surrounded the early stages of the pandemic, Systel employees remained patient, understanding, and dedicated to providing excellence to our customers without hesitation. It is because of these companywide efforts that Systel was able to achieve a perfect Net Promoter Score (NPS) for the month of May, and most recently, its highest annual NPS of 90.2 for the year 2020.
The Net Promoter Score is determined by the overall customer response to the question, “how likely is it that you would recommend Systel to a friend or colleague?” This question is sent to customers in the format of a survey at the completion of every service call. On a scale of 0 to 10, Net Promoter Scores are grouped into three categories: Detractors (0-6), Passives (7-8), and Promoters (9-10). Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 to a high of 100. Scores greater than 0 are considered “Good,” scores of at least 50 are considered “Excellent,” and scores of 70 or higher are considered to be “World Class.” Although Systel has always been rated in the “World Class Service” category, we achieved a new record NPS of 90.2 for the year 2020 after 8 years of tracking our Net Promoter Score.
“This past year has proven the level of dedication our Customer Support Representatives and Service Technicians have for Systel customers,” says Paul Pickens, Director of Onsite Service. “They answer an influx of calls with a smile, listen carefully to the situation at hand, and do their absolute best to ensure that the customers’ equipment is performing up to expectations, all while abiding by the CDC’s COVID-19 guidelines, social distancing measures, and each customer's individual requirements. Thank you to everyone in the Customer Support and Service Departments for doing their best for our customers every day.”
We appreciate the commitment of our employees to providing excellence no matter the circumstances and look forward to Systel’s continued growth and success in 2021.