Survey Advantage released their Print Buyer Satisfaction Benchmarks for the fourth quarter ending December 31st, 2011. Top performing printers (top third) achieved over 87% loyalty, average performers 75% to 86%, and poor performers under 75%. The industry average remained the same at 81%. Results were calculated from 10,511 print buyers who shared their level of satisfaction after jobs were completed. Congratulations to AlphaGraphics of Canton Michigan for achieving the best overall loyalty rating. In Q4, 2011, 98% of their customers stated they were “Very Likely” to recommend them to colleagues and friends based on their Q4 performance. Bob Carrigan’s team achieved scores above industry benchmarks throughout 2011, and finally took top honors.
Independent Commercial: Advantage Printing, Dodgeville, WI, Ed Weaver
Allegra Network: Allegra P&I, Martinez, GA, Larry Lynn
Franchise Services: Sir Speedy, Cranston, RI, Patrick Welch
AlphaGraphics: AlphaGraphics, Canton, MI, Bob Carrigan
CPrint: LX Printing, Colorado Springs, CO, Randy Monroe
Kwik Kopy: Kwik Kopy, Crown Point, IN, Tim Koedyker
Each quarter thousands of print buyer opinions are gathered to measure their satisfaction with the recently completed projects. The benchmark is a compilation of all feedback gathered for the hundreds of printers participating in CustomerPulse. The feedback is published to help participating printers benchmark performance and react quickly to customer feedback. Results are segmented by brand, size, and other classifications. The PBSI is the most comprehensive measure of print buyer loyalty and printer performance available in the printing industry.
The process is designed to help printers of all sizes. Prices start at $49/month. The vision of the PBSI is to improve industry performance through reliable real-time buyer satisfaction benchmarking.