How Do I Know If a Potential Copier Service Provider is Reputable?

Are you currently searching for someone to service, supply, and manage your office’s copiers? Are you wondering how to separate the wheat from the chaff, and how to know if a service provider will actually provide you with a high-level of care?

In this blog, we’re going to cover four indicators a copier service provider can be trusted to do what they say they will do — two from independent, consumer-based review platforms, and two from the largest copier manufacturers in the world: Canon and Konica Minolta.

BEI/NEXERA

BEI/Nexera is an independent company that measures the performance of copier service providers. BEI/Nexera does this by partnering with copier service providers, monitoring each device that service provider manages, and collecting operational data on those devices.

BEI/Nexera then compares that data to their nation-wide network of monitored devices, calculates benchmarks based on how the industry is performing as a whole, and then provides their partners with recommendations on how they can improve their efficiency and customer service.

One of the main methods BEI/Nexera uses to measure a copier service provider’s ability is by measuring their technicians’ first call efficiency. First call efficiency refers to fixing a problem on a copier during the first visit, rather than needing multiple on-site visits to fix a copier that is experiencing issues.

Not only does first call efficiency track how many times a particular technician needs to visit a printer to fix the problem, it also takes into account other service issues. If a particular machine requires multiple service calls in less than 30 days, then the technician who serviced the printer will have their first call efficiency reduced. This incentivizes the technician to not only fix the problem you called them about — but to check the overall health of your copier to make sure no other problems arise in the near future. This also motivates copier service providers to fully stock their service vans with parts you need, so they don’t have to make multiple visits to your office because they were missing a necessary replacement part.

All in all, BEI/Nexera measures the performance of copier service providers against other copier service providers nationwide, rates their performance against their collective data, and offers recommendations on how to improve their performance if necessary. Any copier service provider that is partnered with BEI/Nexera is much more likely to provide good service than a copier dealer that isn’t, because they are continuously monitored and benchmarked against their peers.

NET PROMOTER

Net Promoter is an independent service that measures customer satisfaction via customer surveys. Companies partner with Net Promoter to send out customer service surveys after interacting with their business, in order to capture data on the level of customer service provided.

Net Promoter operates on a 1-10 scale. Each month, the aggregate of these surveys are averaged, which are then reported on a xx.xx score. For example, Cobb’s Net Promoter score for 2022 was a 91.90.

This means that on average, 9 out of 10 Cobb customers would highly recommend that other businesses use Cobb’s services as a copier service provider.

These surveys are measured by Net Promoter, and not the companies they partner with, so there is no way for the companies that participate to influence their score. On average, most companies in America have a score ranging in the 70.00 range. If the copier service provider you are interacting with has a score of an 80.00 or above, you can rest easy knowing your organization is in good hands.

CANON ATSP

Canon provides copier service technicians with the ability to become ATSP certified. If a technician is ATSP certified, it means that they have been trained extensively on Canon’s printer and copier product lines, so when a service call arises, they are able to fix the problem faster, can more reliably diagnose potential problems, and have access to quick lines of communication with Canon itself.

Technicians must continuously renew their certification, and as such, will always be familiar with the most up-to-date Canon products. If your copier is a Canon, and your tech is ATSP certified, you are in good hands.

KONICA MINOLTA PRO-TECH

Konica Minolta, just like Canon, provides their own level of certification for their product line. Similarly to Canon’s ATSP program, Pro-Tech certification ensures a certified technician is trained to the highest levels of knowledge on Konica Minolta printers and copiers, and has fast access to Konica Minolta specialists if the need arises.

DON’T JUST TAKE THEIR WORD — INDEPENDENT VERIFICATION IS THE WAY TO GO

It’s easy for a business to make promises. It’s much more difficult to follow-up on those promises. If you’re shopping for a new copier service provider, look out for the services and certifications detailed above. If you’d like to see what we have to offer, check out our awards and certifications here.