The Importance of Customer Satisfaction

Mattern has been using the Net Promoter Score (NPS) to gauge customer satisfaction and brand loyalty since 2009.  The NPS scoring is based on a one (worst) to ten (best) index that measures the willingness of customers to recommend a company’s products or services to others.  

Some scores for well-known companies are 70% for Apple, 75% for Nordstrom’s and 69% for Amazon.  I am pleased to report that Mattern is tracking at 90% for 2019 versus an average of 53% for consulting services overall.  

This score is based on scores and comments such as these:

  • Project – Firmwide Request for Proposal for Multi-functional devices
  • Score – 10. 
  • Comment: We continue to be very pleased with the insightful service we receive from Mattern!
  • Contributor – John Gorzalski, CAO, Dickinson Wright

Dickinson realized a 21% reduction in costs while placing Xerox gear through Michigan Office Solutions.  Mattern also streamlined the multiple contracts the firm had in place and greatly improved their terms and conditions all while having all fees and costs reimbursed to the firm by Michigan Office Solutions.  We are thrilled to have helped the firm achieve these results.