Butler Street and Printing Impressions Introduce Best of Print & Digital Awards
Butler Street, a leading management consulting, training and research firm focused on client and talent development, has formed an alliance with Printing Impressions, America's most influential and widely read resource for the printing industry, to provide the de facto industry standard for measuring customer loyalty through its Best of Print & Digital Customer Survey.
"Utilizing the Net Promoter Score as the industry standard enables the nearly 30,000 printing, digital and printing-related companies to truly differentiate themselves in the marketplace by measuring each company's performance through their customers' eyes," said Mike Jacoutot, Butler Street's founder and managing partner. "Printing Impressions' sponsorship allows Butler Street to leverage NAPCO Media's vast industry experience, trusted Printing Impressions brand and media services to educate and expose more companies to the competition, resulting in a clear distinction for the Best of Print & Digital winners in their respective markets."
The Net Promoter Score, or NPS, was developed in 2003 by Fred Reichheld and Bain & Company. The survey is based on one simple question: "How likely is it that you would recommend [your company] to a friend or colleague?" The foundation of the survey is that every company's customers can be divided into three categories: Promoters, Passives and Detractors. Customers respond on a 0-to-10 point rating scale and are categorized as follows:
- 9-10 Promoters: very loyal and actively speak positively about your company
- 7-8 Passives: these are satisfied customers, but vulnerable to competitive threats
- 0-6 Detractors: these are unhappy customers who can damage your brand
"More and more industries are turning to the Net Promoter Score for its high response rates and actionable insights," added Mark Subers, president/CRO of Printing, Packaging and Publishing for NAPCO Media. "Printing Impressions' long history of being America's most influential and widely read resource for the printing industry, combined with Butler Street's breadth and depth of survey, consulting and training services, provides the resources for these organizations to adapt and prosper amidst the ever-changing print and digital landscape."